Senior Support Technician Managed Services

Diamond Technologies
Wilmington, DE
Apr 13, 2017
Jobs Outside Higher Education
Software & Technology
Institution Type
Outside Academe

Job Description


The successful Support Technician will be responsible for utilizing his/her skills to provide assistance to the staff and a diverse managed service client base to resolve technical problems that cover a multitude of technical disciplines. The Support Technician position is the first level of support for the operations of Diamond Edge and becomes the voice and face of the IT department to our customers. The technician is responsible for managing and responding to the ticketing system, ensuring timely resolution, and escalating when appropriate. They should be organized, resourceful and capable of working independently with direction from more senior staff and management.

All technician positions will be on a rotation shift schedule for providing after-hours support to our customers. Previous experience in a client facing help desk role or MSP environment is desirable. Must have a clean driver's license, be willing to travel and ability to lift up to 50 lbs. Please note that any offer of employment is contingent upon background check and drug screen. Salary is commensurate with experience.

Education and Certification Requirements:

• High School Diploma or equivalent

• Associate's degree or certification required

• Bachelor's Degree in Information Technology or Computer Science preferred

Applicable Certifications:

o CompTIA Network+ and A+

Applicable Certification or equivalent technical ability and experience

o Microsoft MCP, MCSA, or MCSE

o SonicWall CSSA, Cisco CCNA

o VMware VCP, Citrix CCEA or CCIA


• Provide remote and in-person IT support to clients as needed by the business

• Assist in IT Support relating to issues with the internal systems and network infrastructure

• Support services for Microsoft technologies: Windows Server, Exchange, SQL, SharePoint, etc.

• Initial support services for virtualization technologies: VMware and Microsoft

• Initial technical support at the network level: WAN/LAN connectivity, routers, firewalls, security

• Administer hosted & cloud solutions for customers with technologies that meet their needs

• Assist in the implementation and support of disaster recovery solutions

• Remote access solution support: VPN, Terminal Services, and/or RemoteApp

• Respond to tickets from remote monitoring and management (RMM) system alerts/notifications

• Contribute to the documentation and maintenance for all technical infrastructure

• Communicate with customers, keep them informed of incidents, changes, or planned outages

• Keep managers aware of issues that require escalation and escalate items in a timely manner

• Contribute to improvement of internal processes and procedures

• Maintain time/expense entries, complete training, scheduled dispatches, projects, and tickets

• Review IT publications and online materials to stay up-to-date on current/future technologies

Technical Job Requirements:

• Minimum two years of professional experience supporting:

o Virtualization, network connectivity and networking equipment for both LAN and WAN topologies, including: routers, managed switches

• Minimum one - two years of professional experience supporting:

o TCP/IP, desktop troubleshooting, network connectivity and networking equipment: VLANs, WLANs, NAT, firewalls and VPNs

o Microsoft Windows Vista/7/8, Microsoft Outlook, Office Suite, Office 365 Suite, Mac OS

o Microsoft Exchange (2000-2013) and Microsoft Server (2000-2012, including SBS)

o Familiarity with various Antivirus software packages

o Familiarity with remote access solutions: Bomgar, VNC, etc.

o Mobile handheld devices, thin clients, printers and other end user devices

• Experience administering Active Directory and Group Policy, handling tasks such as setting up new users' accounts and profiles, dealing with password issues and changing security

• Monitoring and maintaining computer systems and networks, server hardware and related technology

• Internet-related technologies, including: DNS, registrars, SSL, webhosting providers

• Possess some best practices and problem resolutions for each of the above-mentioned technologies

Non-technical Job Requirements:

• Ability to work in a team

• Excellent customer service and communication skills handled in a courteous, professional and confident manner focused on assessing, documenting and relaying information related to technology issues

• Ability to work at a high level independently, utilizing other resources with good judgment

• Must demonstrate high initiative and ownership of issues

• Must demonstrate strong attention to detail and work ethic

• Must keep the image and reputation of the company in mind during customer exchanges

• Must set a positive example both technically and professionally within the team

• Must demonstrate strong and consistent customer and relationship management skills

• Must demonstrate strong time management skills and responding within agreed time limits while prioritizing and managing many open cases at one time

• Ability to make customers feel positive about their support experience regardless of outcome

• Ability to follow internal procedures and reliably perform real-time ticket documentation

• Ability to work assigned tickets/projects from start to finish and escalate in a timely manner

• Talking customers through a series of actions, over the telephone, through email, or face-to-face to help set up systems or resolve issues

• Ability to effectively diagnose and troubleshoot system and network problems and solving hardware or software faults and replacing parts as required

• Coordination with 3rd party vendors for the return or purchase of new equipment

• Providing procedural documentation and relevant reports

• Following diagrams and written instructions to repair a fault or set up a system

• Supporting the roll-out of new applications

• Rapidly establishing a good working relationship with customers and other professionals and vendors

• Testing and evaluating new technology

• Participating in learning new technologies and career development opportunities as presented in an effort to progress to higher level positions

Company Description
Diamond Technologies is a privately owned IT consulting firm that has been serving leading Fortune 1000 and public sector organizations since 1996. Our objective is to optimize client business value and return on IT investment by combining innovation and cutting edge expertise enhanced by tailored quality personal service. The company provides services to clients in both the corporate and public sectors throughout the greater Delaware Valley region. Diamond Technologies prides itself in developing long term, mutually beneficial relationships with its clients.

At the heart of the company is a dedicated staff of IT professionals committed to providing service excellence. Unlike many of our competitors, we employ our technical staff on a full time basis and provide them with a comprehensive benefits package that includes ongoing professional training. We are focused on assisting our clients with state-of-the-art technologies including Cloud Solutions, Mobility Solutions, Web Portals (including Microsoft SharePoint), Systems Integration, CIO Guidance, and Managed IT Support.

Wilmington, DE


Wed, 29 Mar 2017 08:12:30 PDT