Senior Support Technician

Company Description

Vertilocity, an HBK company, delivers dynamic and comprehensive IT service delivery solutions to its clients in United States. Unlike traditional service delivery teams, Vertilocitys Support team provides exposure across all aspects of client technological environments, enabling continuous professional development and career growth. The organization is committed to delivering exceptional customer value while preserving its reputation for reliability, technical excellence, and business integrity.

Position Summary

The Senior Support Technician is responsible for managing complex service delivery incidents and providing advanced technical support across desktops, servers, networking, backup, and disaster recovery environments. Being Senior in the support role, this role requires acting as escalation point in complex technical issues, strong problem-solving capabilities, high first-call resolution performance, and the ability to mentor and assist Support Technicians. It is expected to participate in post-incident reviews and contribute to root cause analysis and preventive action planning.

Key Responsibilities

• Provide senior-level technical support across desktops, servers, networking equipment, backup, and disaster recovery solutions.
• Manage and resolve service incidents received via phone, email, or customer portal.
• Monitor and respond to system alerts and notifications through service incidents.
• Support Microsoft core business applications and operating systems.
• Install and configure workstations and line-of-business applications.
• Configure and manage users within Microsoft Domain environments.
• Perform malware detection and removal.
• Provide technical support on WAN/LAN connectivity, routers, firewalls, and security.
• Implement and support remote access solutions including VPN, Remote Desktop Services, and Azure Virtual Desktops.
• Support network printing infrastructure and related issues.
• Improve customer service perception and ensure fast turnaround of client requests.
• Escalate incidents that require higher-level review and collaboration with relevant teams.
• Enter time, expenses, and service incidents as they occur & accurately in the system.
• Develop and maintain accurate technical documentation, SOPs, and RCAs.
• Ensure structured handovers and strong off-hours support preparedness to eliminate individual dependency.
• Support disaster recovery solutions and participate in recovery readiness activities.
• Perform project tasks assigned by Service Delivery Supervisor, Project Manager, or System/ Network/ Security Administrator.
• Communicate effectively with clients regarding incident progress, changes, or agreed outages

Skills and Attributes to Success

• Strong problem-solving and analytical skills with broad technical knowledge.
• High first-call resolution capability.
• Customer-oriented and patient when handling demanding users.
• Strong verbal and written communication skills.
• Proactive, High ownership, Accountability, and Attention to detail.
• Ability to multitask and prioritize in a fast-paced 24x7 support environment.
• Ability to work independently while also collaborating effectively within a team.
• Strong documentation discipline and process adherence mindset.

Qualifications and Experience

• Bachelors degree, diploma, or equivalent qualification in IT or a related field.
• 6+ years of technical support experience preferred.
• Previous customer support and service delivery experience.
• Strong knowledge of computer systems and networking fundamentals.
• Experience supporting Microsoft core products and operating systems.
• Experience with Office 365 products, services, and management.
• Experience with RMM and PSA tools (ConnectWise Manage and Automate preferred).

Preferred Skills

• Professional IT certifications preferred (e.g., Microsoft MCSA).
• Datto and Fortinet certifications are a plus.
• Experience supporting disaster recovery and backup solutions.
• Exposure to global IT service delivery environments.

What We Look For

• Strong problem-solving, troubleshooting, and root cause analysis skills.
• Ability to work independently as well as collaboratively within a team.
• Professional attitude with a willingness to learn and adapt to new technologies.
• Reliable, process-oriented, and committed to delivering high-quality IT support.
• Leadership mindset without formal people management
• Accountability for service quality
• Ability to handle high-pressure situations independently