Hybrid IT Support Technician

As a Hybrid IT Support Technician at Proactive Technology Management, you'll be primarily responsible for providing remote troubleshooting and on-site support to our clients. This includes setting up customer networks, installing and configuring Windows Server, ongoing maintenance, and troubleshooting issues related to networking, firewalls, and various IT hardware and software. You’ll also be expected to contribute to client satisfaction by delivering outstanding customer service and effectively communicating with team members and clients alike.

To be considered for the Hybrid IT Support Technician role at Proactive Technology Management, you should have at least 4+ years of experience in Tier 3-level support or a specialist role. It's essential to possess expertise in Office 365, Windows Server, firewall troubleshooting, and general networking principles. While a Bachelor's degree and IT-related certifications are considered beneficial, practical experience and a deep understanding of customer service will be crucial for your success in this position.

At Proactive Technology Management, we are committed to your career development as a Hybrid IT Support Technician. Our clearly defined career path allows you to progress from Technician to Integrator, Engineer, and eventually, Consultant. We hold monthly check-ins and annual planning sessions to map out your professional growth, ensuring you acquire the skills necessary for advancing through these trajectories. This approach ensures you have opportunities for increased responsibility and compensation as you develop your expertise.

During your onboarding as a Hybrid IT Support Technician at Proactive Technology Management, you can expect to engage in a structured process that emphasizes shadowing and active participation. In your first week, you'll familiarize yourself with our systems and observe ongoing projects. As you progress, you'll start handling tickets and attending on-site visits. Our goal is to ensure you feel confident and are effectively contributing to the team within your first month.

The work schedule for a Hybrid IT Support Technician at Proactive Technology Management typically includes a mix of remote and on-site duties, with a Monday to Friday schedule being the norm. You will primarily engage in remote troubleshooting, but you should also be ready for on-site visits as needed, amounting to about 25% of your time. Additionally, there may be an expectation to work one Saturday a month during your first 18 months. Our flexible arrangement allows you to balance various tasks and hours effectively.

In answering this question, provide specific examples of previous remote troubleshooting experiences, highlighting the technologies used and your problem-solving approach. Discuss how you efficiently resolved client issues while maintaining effective communication and ensuring customer satisfaction.

Discuss your philosophy about customer service, focusing on communication, empathy, and understanding client needs. Share specific instances where you went above and beyond to assist clients, illustrating your commitment to high-quality support and service.

Demonstrate your proactive attitude toward learning by explaining how you stay current with industry trends and emerging technologies. Mention resources you use, such as online courses or webinars, and describe how you integrate new knowledge into your work effectively.

When answering this question, walk the interviewer through the problem-solving process you employed. Include details about the issue, the steps you took to troubleshoot it, and how you communicated with the client throughout the process to resolve it successfully.

Cite your hands-on experience in network setup, including installation and configuration tasks for hardware such as firewalls, access points, and switches. Explain the methodologies you use while setting up networks and how you ensure they meet client specifications and security standards.

Illustrate your organizational skills by describing your method for prioritizing tasks based on urgency and complexity. Discuss the tools and strategies you employ to keep track of requests and maintain communication with clients while managing your time effectively.

List your relevant IT certifications and explain how they enhance your capabilities as a Hybrid IT Support Technician. Discuss how these qualifications have equipped you with the necessary knowledge to handle diverse IT challenges confidently.

Share your techniques for maintaining motivation, such as goal-setting or collaboration with team members. Provide examples of how challenges energize you and contribute to your professional growth and client satisfaction.

Discuss your proficiency with Office 365 and Windows Server, providing specific examples of how you've implemented, maintained, or troubleshot these platforms in previous roles. Highlight any relevant projects that demonstrate your expertise and the impact of your contributions.

Convey your enthusiasm for the organization by referencing its commitment to employee growth, team-based culture, and the opportunity to work on diverse client technologies. Explain how these factors align with your career goals and values.