Senior IT Support Technician- Direct Hire, Full Time - Albany, NY

TES Staffing Albany , NY 12204

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Senior IT Support TechnicianPosition Overview:TES Staffing is seeking a highly skilled Senior IT Support Technician with proven experience in a Managed Services Provider (MSP) environment. The ideal candidate will have extensive experience with Microsoft cloud products, enterprise backup systems, cloud-based VoIP systems, and virtual and onsite client support. This role requires a results-driven professional committed to delivering high-quality IT solutions and exceptional customer service.Key Responsibilities:
Technical Support & Troubleshooting:

Provide comprehensive IT support to clients, resolving 95% of assigned cases and maintaining a ticket closure ratio of 1 or greater daily.
Confirm receipt and provide resolution plans for 99% of cases within 45 minutes of assignment.
Resolve 99% of tickets in under 8 active business hours, adhering to systematic troubleshooting processes without skipping steps.
Utilize Virtual Monitoring and Management ctools to efficiently address customer issues.

Cloud Technology Expertise:

Support and maintain Microsoft cloud environments, including Office 365, Azure, Entra, and SharePoint.
Manage enterprise backup solutions such as Veeam, Datto, or similar systems.
Provide support and maintenance for cloud-based VoIP systems.

Client Engagement:

Provide virtual support 60% of the time and onsite support at client locations 40% of the time.
Communicate with clients daily for updates on ticket progress unless otherwise instructed.
Maintain clear and concise ticket documentation, ensuring non-technical stakeholders can understand technical resolutions.

Proactive Improvements:

Identify at least one opportunity per month to implement systematic changes to reduce recurring issues ("noise").
Document noise-reducing steps taken during ticket resolutions.
Create a minimum of two knowledge base articles monthly to enhance team knowledge and efficiency.

Key Metrics for Success:

Ticket Handling:
- 12–15 tickets closed daily with 95% completed in 30 minutes or less of work time.
Utilization Rate:
- Maintain a minimum utilization rate of 75%.
Response Time:
- Acknowledge and provide a resolution plan for 99% of cases within 45 minutes.
Ticket Resolution:
- Resolve 99% of tickets within 8 active business hours.

Qualifications & Skills:
Required:

MSP Experience: Demonstrated experience in an MSP environment.
Cloud Expertise: Advanced knowledge and hands-on experience with Microsoft cloud products (Office 365, Azure, Entra, SharePoint).
Backup Management: Proficiency in managing enterprise backup systems (e.g., Veeam, Datto).
VoIP Systems: Experience supporting and maintaining cloud-based VoIP systems.
RMM Tools: Skilled in using Virutal Monitoring and Management tools for customer support.

Soft Skills:

Strong written and verbal communication skills with the ability to explain technical concepts to non-technical audiences.
Exceptional customer service skills and the ability to manage client relationships effectively.
Self-motivated, with the ability to work independently and collaboratively.

Other Details:

Travel:
- Use of a company car or mileage reimbursement for client site visits.
Training:
- Access to continued training and company-sponsored certifications to support career growth.
Benefits:
- 401k with company match, comprehensive medical plans, EAP program, FSA account, PTO, Professional paid development and tuition reimbursement.
Hours: Monday- Friday- In office Tuesday and Thursday, Work from Home Monday, Wednesday and Fridays
Required to be on call one weekend/month. Will be compensated via on call pay and Overtime
Pay: Depending on experience, starting at $78k

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