Senior Hybrid IT Support Technician

As a Senior Hybrid IT Support Technician at Proactive Technology Management, your responsibilities include setting up client networks, providing ongoing maintenance and support for Windows Servers, and executing remote troubleshooting processes. You'll be actively involved in configuring customer networks and ensuring seamless operation of access points, firewalls, and switches. This role requires proactive problem-solving skills and a high level of interaction with clients, ensuring that you deliver exceptional service and support.

To excel as a Senior Hybrid IT Support Technician at Proactive Technology Management, candidates should possess a minimum of 7 years of experience in an IT support role, with at least 5 years of experience specifically in Office 365 and Windows Server. Additionally, a strong background in firewall troubleshooting, network setup, and customer service is essential. While not mandatory, having an IT-related degree or certifications will be viewed favorably.

The training process for a Senior Hybrid IT Support Technician at Proactive Technology Management is designed to be comprehensive and supportive. In your first week, you will shadow team members to understand our processes and tools. By the second week, you’ll begin to take on active troubleshooting tasks, leading to a more hands-on role in weeks three and four. Our structured onboarding aims to ensure you are confident and capable of meeting your responsibilities effectively.

Yes, the Senior Hybrid IT Support Technician position at Proactive Technology Management primarily offers a remote work setup, with occasional travel to client sites in the Richmond/Port Huron area. This flexibility allows you to balance your work and personal life while still interacting with our clients and providing the technical support they need.

Proactive Technology Management offers a competitive benefits package for the Senior Hybrid IT Support Technician role, which includes full medical, dental, and vision benefits, as well as a 401(k) matching program. You’ll enjoy two weeks of paid vacation, quarterly bonuses, and regular performance reviews, all aimed at promoting both your professional and personal growth.

When answering this question, it’s important to highlight specific scenarios where you've successfully resolved remote technical issues. Discuss the tools you utilized, such as remote access software, and emphasize your problem-solving skills, particularly in high-pressure situations. Illustrate how you communicated effectively with clients to guide them through troubleshooting steps, showcasing your customer service aptitude.

Discuss your ability to assess the urgency and impact of each ticket based on factors like client needs and system criticality. A clear strategy, such as categorizing tickets into levels of severity or establishing SLAs, can be beneficial. Additionally, mention your experience in collaborating with team members to delegate tasks efficiently while maintaining communication with clients about their ticket status.

Explain your approach to building rapport with clients, emphasizing communication, expectation management, and reliability. Provide examples of how you proactively engage with clients, offer regular updates, and seek feedback. Highlight your ability to go the extra mile to ensure client satisfaction, which can lead to long-term partnerships.

Choose a specific incident that demonstrates your technical expertise and problem-solving skills. Discuss the steps you took to diagnose the issue, the collaborative efforts involved, and the final resolution. This response should showcase your technical ability, perseverance, and commitment to delivering excellent support.

Demonstrate your expertise by discussing your experience managing and troubleshooting Windows Server settings and Office 365 applications. Highlight specific projects where you implemented server configurations or supported clients in transitioning to Office 365. Mention any certifications that bolster your knowledge in these areas.

Mention specific tools and software that you are familiar with, such as ConnectWise Manage for ticket tracking or specific firewall configuration tools. Discuss your experience with network monitoring tools that help analyze and resolve connectivity issues, as well as any diagnostic tools used in troubleshooting environments.

Share your commitment to continuous learning through methods such as attending webinars, taking online courses, or engaging in professional networks or forums. Emphasize your passion for technology and your motivation to stay current with emerging trends that can enhance your skills and the services delivered to clients.

Discuss your ability to remain calm and focused during high-pressure situations. Mention techniques for managing stress, such as prioritizing tasks or developing efficient workflows. Provide examples of past experiences where you maintained high performance under pressure, underscoring your dedication to high-quality service.

Explain your organizational skills that help you manage communication and workflows effectively. Discuss tools like scheduling software or communication platforms you use to ensure that all clients receive timely updates and support. Illustrate your experience in juggling multiple responsibilities without sacrificing the quality of service.

This is your opportunity to highlight unique experiences, skills, or perspectives that make you an ideal fit for the role at Proactive Technology Management. Discuss specific accomplishments, technical expertise, or soft skills that align with the company culture and needs, ensuring you convey your enthusiasm for contributing to the team.