IT Support Specialist - Level 2/3

Role Overview

In this position, you will be crucial in ensuring the smooth functioning and optimal performance of our clients' IT systems. You will be responsible for providing advanced technical support, resolving complex issues, and offering expert guidance to our clients and the IT support team. With your in-depth knowledge and problem-solving skills, you will lead efforts to enhance IT processes, implement best practices, and deliver top-notch customer service.

Primary Responsibilities

• Technical Support and Troubleshooting:
• Provide technical support to clients via phone, email, and remote desktop tools.
• Travel to and provide on-site support to regional clients as needed.
• Troubleshoot issues related to software, hardware, and networking.
• Document all client interactions in RTT’s ticketing system.
• Escalate complex issues to escalation Specialists or management as needed.
• Enthusiastic regarding professional development and training.
• Participate in on-call rotation for after-hours support.
• Support Team Operations:
• Participate in Support Team huddles.
• Participate in monthly Support Team L10 meetings.
• Collaboration with other Support Team Specialists (meetings, slack huddles, phone calls) to share technology solutions and best practices.
• Help maintain and expand Support Team documentation/knowledge base.
• Collaborate with vendors and third-party providers to resolve technical issues.
• Collaboration and Communication:
• Collaborate with internal teams to ensure seamless support of client networks and endpoints.
• Communicate ticket status, risks, and issues to client stakeholders and internal teams, providing regular updates and ensuring expectations are managed.
• Act as a technical point of contact for clients and internal teams, offering guidance and recommendations.
• Stay up-to-date with industry trends and emerging technologies.
• Demonstrate a learning mindset and a commitment to personal growth and development by seeking out training opportunities and actively learning.
• Actively participate in RTT’s culture, including demonstrating and modeling our core values.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field. Equivalent work experience will be considered.
• Proven experience (5+ years) in providing IT support and troubleshooting, preferably in a client-facing or managed services environment across a variety of hardware, software, and networking topics, including but not limited to:
• On-premise and hosted mail solutions (Exchange / Google / O365)
• Server environments (Windows and Mac servers)
• Active Directory, O365 Administration, Entra AD & ADSync
• Cloud file-sharing solutions such as SharePoint, Dropbox, and Google Drive
• Workstation operating systems (Windows, MacOS, iOS, ChromeOS)
• Anti-virus & anti-malware solutions
• Backup solutions and applications (Datto, Veeam, etc.)
• Disaster recovery solutions
• Encryption technologies (Bitlocker, File Vault, etc.)
• Desktop applications
• Printers/copiers/scanners
• Remote desktop support
• VoIP and PBX phone systems - soft and hardware phones
• Excellent analytical and problem-solving skills, with the ability to quickly identify root causes and implement effective solutions.
• Effective communication skills, with the ability to explain technical concepts to all types of customers internal and external.
• Strong leadership and mentoring skills, with the ability to guide and support junior team members.
• Ability to work independently and as part of a team, prioritize tasks, and manage multiple tickets simultaneously.
• Strong customer service orientation and a commitment to delivering high-quality solutions.
• Certifications in networking, cloud security, cyber security, or similar are a plus.
• Current, valid driver's license and reliable means of transportation

Schedule

• This is a salaried position with general hours of 40-45 hours per week with occasional after-hours/weekends as required.
• On-call after-hours rotation (one week at a time) as required.
• Regional travel will be required.

Location

• This job is classified as a remote position, but this position requires occasional onsite responsibilities to clients in the region.
• Applicants home location must be located in the following region:
• New York City area

Benefits:

• 401(k) - after 1 year of continuous employment
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Retirement plan
• Vision insurance

People with a criminal record are encouraged to apply

Application Question(s):

• Rate your experience with Layer 2/3 network deployment (VLANs, trunking, firewall routing, and VPNs) on a scale of 1–5, and list the switch/firewall brands you know best.
• Have you previously led or assisted with onsite network cutovers, hardware refreshes, or office relocations? Briefly describe your role in one of those projects.

Experience:

• 3+ years with Managed Service Provider (MSP)
• IT support and troubleshooting: 5 years (Preferred)

Ability to Commute:

• New York, NY 10018 (Required)

Willingness to travel:

• 50% (Preferred) (locally)

Work Location: Hybrid remote in New York, NY 10018