General Summary

NetGain Technologies is seeking a technical individual capable of receiving, diagnosing, and troubleshooting problems that cannot be resolved by L1 and L2 engineers. The Senior IT Support Specialist will work these problems through to completion using advanced technical skills, highly developed troubleshooting techniques, and superior problem-solving aptitude. This role requires maintaining proper communication with clients throughout the issue resolution process. Creative thinking and problem-solving are core functions of this role.

Position Responsibilities

• Investigate and resolve complex issues escalated from Level 2 support related to networks, servers, cloud infrastructure, and VoIP systems.
• Provide expert-level troubleshooting and problem-solving for critical IT systems.
• Collaborate with various IT teams to implement long-term solutions for recurring issues.
• Develop and maintain technical documentation and knowledge-base articles to reduce escalations and enable teammates.
• Mentor and provide technical guidance to junior IT support staff.
• Stay current with emerging technologies and industry best practices.
• Work outside normal office hours to undertake routine maintenance or resolve problems when necessary.

Knowledge, Skills, and Abilities

Essential Skills

• In-depth knowledge of various operating systems, including Windows Server and Windows Endpoint.
• In-depth knowledge of network protocols, firewalls, and security best practices.
• Experience with VoIP systems and troubleshooting voice issues.
• Excellent problem-solving and analytical skills.
• In-depth knowledge of Windows Server, Active Directory, and Group Policy Objects.

Personal Characteristics

• Highly motivated self-starter, able to work on own initiative with minimum supervision and committed to self-development.
• Desire to constantly learn and improve with a proactive approach to service delivery.
• Well-organized and practical with a logical, analytical approach to problem-solving.
• Excellent communicator with the ability to communicate clearly and tactfully with all levels of staff, both written and verbally.
• Ability to problem-solve high-pressure issues.
• Enjoys a challenging yet rewarding environment; ability to manage conflicting priorities effectively and professionally.

Credentials and Experience

Must have at least one certification or be working towards one upon hire:

• Windows Server Hybrid Administrator
• M365 – Enterprise Administrator Expert
• Cisco Certified Network Associate

3+ years of relevant service in a data center/NOC environment.
2-year college degree or equivalent (4-year degree preferred).

Core Values

These are table stakes for us at NetGain. Our Core Values guide every decision we make. This role is meant to create an experience that supports the values and goals of NetGain and fosters a one-of-a-kind service experience for our clients.

• People First
• Above and Beyond
• Continuous Improvement
• Extreme Ownership
• Come Grow With Us!

Join NetGain Technologies and be part of a team that values talent, technology, and has a passion for driving growth. Embark on a journey where you not only grow professionally but also make a significant impact on the SMBs that fuel our local communities.

We encourage you to apply even if you feel that you do not meet all the above qualifications. Frequently cited statistics show that women and underrepresented groups apply to jobs only if they meet 100% of the qualifications. NetGain Technologies encourages you to break that statistic and to apply. No one ever meets 100% of the requirements. We look forward to your application!

NetGain Technologies is an equal opportunity employer.