Hybrid IT Support Technician-Proactive Technology Management

Job Description

Job Title: Hybrid IT Support Technician

Company: Proactive Technology Management

Location: Royal Oak, MI

Pay: $65000 – 70000 per year

AI Pay Analysis: The hourly rate translating to an annual salary of $65,000 to $70,000 for a “Hybrid IT Support Technician” in Royal Oak, MI, appears to be competitive within the industry standard for this role. Based on current data for IT support positions in the region, salaries typically range from approximately $50,000 to $75,000 annually, depending on experience and specific responsibilities. The hybrid aspect of the role may also command a higher salary due to the increased complexity of supporting both in-office and remote users, which aligns well with current market demands for IT support. Overall, this salary range is appealing and aligns with industry expectations for the role and location.

Job description:

Proactive Technology Management is seeking a seasoned IT professional to become a valued member of our team. We are looking for a motivated and independent IT expert who is comfortable engaging with a group of skilled technicians. If you thrive in diverse client environments and are dedicated to delivering exceptional customer service and technical support, this position may be an excellent fit for you. The ideal candidate will possess extensive IT knowledge and demonstrate high accountability, driving them toward both professional success and personal development. We provide a well-defined path for career advancement, with opportunities for increased responsibility and compensation. The selected individual will be expected to collaborate closely with multiple clients, both remotely and occasionally in person.

We encourage applicants located in the Royal Oak, Ferndale, Troy, or Southfield areas of Michigan to apply.

Proactive Technology Management stands apart by offering:

• Monthly check-ins and annual career path planning
• A clear career development plan that promotes personal growth
• A fun, team-oriented working environment
• Continuously evolving technology learning opportunities
• A genuine passion for IT

Position Overview:
We are looking for an experienced technician with a strong track record in delivering high-quality remote IT services. This role will primarily be remote but will require occasional travel. The ideal candidate will have 3-7 years of experience providing Tier 3-level support or working in a specialist role. If you enjoy daily interactions with diverse individuals and excel at problem-solving in real-time, this opportunity is tailored for you.

Initial 30-Day Onboarding Process:

Week 1 – Orientation and Learning
You will receive an introduction to our team, processes, and client accounts. Our focus will be on helping you understand our systems and acclimate to our company structure and your daily schedule. This week will include shadowing experienced team members, participating in larger projects, and joining our call queue. You will begin tracking your time using our ticketing system (ConnectWise Manage).

Week 2 – Active Participation
Following your orientation, you will move into a more proactive role, engaging in troubleshooting and remote projects. Your responsibilities will include managing a few remote troubleshooting tickets and collaborating with your team. By the end of Week 2, we anticipate new hires will have gained firsthand experience in client interactions and remote troubleshooting.

Weeks 3 and 4 – Engage and Execute
As you approach the conclusion of your first month, you should feel confident stepping into the call queue, handling tickets and assignments from team members, while consistently tracking your time. A 30-day check-in will assess your comfort level with these tasks and your understanding of job expectations. Your billable hours target will increase weekly during this period as follows:

• Week 1: 0 hours (time fully tracked)
• Week 2: 12 hours
• Week 3: 20 hours
• Week 4: Target set based on your role (26, 28, or 30 hours)

Requirements
This fast-paced and dynamic position demands a robust understanding of Networking, Office 365, Windows Desktops, Windows Servers, Active Directory, and Security. Proficiency in troubleshooting, implementation, and installation is crucial for success in this role.

Essential Qualifications:

• Minimum of 4 years of experience in an IT Support role
• At least 4 years of experience with Office 365 and Windows Server
• Experience in firewall troubleshooting (Sophos, Cisco, SonicWall, WatchGuard)
• Skills in network setup, including installation of access points, switches, and firewalls
• Knowledge of virtualization and networking principles
• Exceptional customer service abilities

Preferred Qualifications:

• Bachelor’s degree
• IT-related certifications
• Experience in a Managed Service Provider (MSP) environment
• Leadership experience

Core Responsibilities:

• Setting up customer networks (end-to-end)
• Windows Server installation
• Configuration maintenance
• Ongoing support for access points, firewalls, and switches
• Remote troubleshooting for clients
• Standard workweek from Monday to Friday
• One Saturday per month for the first 18 months

Benefits:

• Comprehensive medical benefits
• 2 weeks of paid vacation
• Quarterly bonuses and performance reviews
• Full-time employment
• Dental and vision insurance
• 401(k) matching contributions

Job Posting Date: Fri, 24 Jan 2025 23:04:08 GMT

Apply now!