Be part of a growing team, loved by our clients, with many opportunities for future growth, training, and development.

Join a team that provides the highest customer support experience through standard operating procedures, well-developed support tools, and customer service-focused support staff.

We are accountable to each other and believe in the power of hard work directed at the right thing.  We know that our industry doesn’t stay the same, and if we don’t increase our value to clients, someone else will.  We are open-minded and candid with each other to find out what is true and consider alternative viewpoints.  We believe in creating and using well-documented systems.

What is this Position?

As a Proactive Services Technician, you will travel to client locations to perform preventative maintenance on their IT systems.  This includes working with clients onsite to confirm they are not having unreported issues, remediating critical issues found during remote auditing, updating documentation, updating pictures, remediating deficiencies and configuration drift in already established Next7 IT standards, and following a checklist.

Proactive Service Technicians are an essential part of our service offering because they can help prevent problems from occurring and provide an outlet for us to be made aware of existing unreported problems.  This position is a key part of the program we sell.

This position is best for people who have a fundamental understanding of a wide array of technologies and want to use that skill to support small businesses with their entire technology stack in mind. You will have variety in work and need to have a broad base of technical knowledge to work effectively.

Fanatically good documentation, thoroughness, and attention to detail are critical to delivering good outcomes.  The activities of this role directly impact the efficiency and capabilities of all other service delivery departments.  You must be following procedures exactly, updating them, or creating them.

You must have good customer service skills and genuinely enjoy interacting with other people. If you prefer the nuts and bolts without social interaction, this is not the job for you. But if you want the satisfaction in helping other people and meeting a need that they have, you will probably do well in this role.

What Will I Be Doing?

  • Travel onsite to interact with main points of contact at the client, including business owners and key decision makers.
  • Follow our proactive service checklist thoroughly while being curious and poking around in an inquisitive way to uncover issues.
  • Review monitoring and tickets for trends and issues.
  • Audit select Next7 IT configuration best practices.
  • Update customer IT systems configuration documentation.
  • Update photographic documentation of the customer environment.
  • Investigate discovered problems and correct them or create tickets for future work to resolve based on potential impact, disruption to remediate, and complexity to resolve.
  • Create and discuss recommendations for process improvements during weekly meetings.
  • Reprioritize regularly and work on the highest priority item at all times.
  • Follow documented start and end-of-day routines.
  • Account for all time with detailed notes in our ticket and time management application.
  • Follow and update written procedures. Create a procedure if it does not exist.
  • Diligently document your work.

What Skills & Abilities are Needed?

  • Be naturally curious with good troubleshooting skills, continue to ask why until you get to the root cause, and continue to tackle the problem from different angles until a solution is found. You should be comfortable figuring it out on your own most of the time, even if you have never seen a particular problem before. Good instincts and research skills are helpful here.
  • Be focused on providing the highest quality customer experience.
  • Work independently or in teams, manage a full schedule, and seek new tasks with minimal oversight.
  • Have strong interpersonal communication skills via oral and written means.
  • Have strong attention to detail and follow through on all work without management follow-up.
  • Be an avid learner and continuously engage with new and existing technologies.
  • Focus on providing the highest quality customer support experience.
  • Possess a strong work ethic, sense of urgency, and enthusiasm.

What Education & Experience is Needed?

  • This is a mid-level position for candidates with at least a 2-year degree and 2 years of prior IT support experience in either field service, help desk, or network administration positions.
  • Having prior customer service positions is helpful.
  • Having prior experience at an MSP is helpful.
  • Relevant hardware, software, and technology vendor certifications like CompTIA, Fortinet NSE, and Microsoft are a plus.
  • Active Directory administration skills are required.
  • Microsoft 365 administration skills are required.
  • Understanding of networking used in small businesses.
  • Experience with using and supporting workstation-based Windows, macOS, and Unix/Linux-based operating systems.
  • Experience with cloud-based business-grade applications and productivity platforms.
  • Have a fundamental understanding of a wide array of technologies. At a minimum, you will be asked to work with the following technologies: Traditional and Azure Active Directory, DNS, DHCP, RAID, Routers, VLAN’s, SSL VPN, IPSEC VPN’s, Group Policy, Azure, AWS, Office 365, SMTP, RDP, and a wide array of data backup software and hardware.

What are the Hours & Where is it?

The hours are 8am-5pm Monday through Friday.  Work is either at the client location or at the office.

All technical resources also provide after-hours on-call technical coverage on a week-long rotating basis.

Must be able to work remotely if the office becomes unavailable.

What are the Benefits?

  • Competitive salary with growth potential.
  • Vacation & sick time.
  • Paid Holidays.
  • Retirement Plan with 3% match.
  • 100% Paid Premium Healthcare Plan for you.
  • Other supplemental benefits like cell phone plan support, gym memberships, and other healthy lifestyle incentives.

In Summary

If you are an energetic people person with deep curiosity and a desire to be a part of a growing team where your voice can be heard, this opportunity may be for you.

Apply Now

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