Onsite IT Support Specialist

Velocity Network, Inc.•Erie, PA

7d•Onsite

About The Position

Velocity Network, Northwest Pennsylvania's leading technology services firm, is currently searching for an Onsite IT Support Specialist to join our growing team. VNET offers its customers cutting-edge IT services and products, including, but not limited to, disaster recovery, hosted cloud IT, fiber-optic internet, hardware, and cybersecurity. Since 1990, VNET has delivered results using the most advanced technologies available and continues to provide unparalleled customer service and industry expertise with a seasoned team of technicians. This position is responsible for providing network-level onsite and remote technical support across multiple platforms, ensuring the reliability and performance of technology systems through issue resolution, technical expertise, and responsive client service.

Requirements

1-3 years of IT support experience required.
Specialized training or technical certification in Information Technology.
Working knowledge of network infrastructure concepts, Microsoft 365 administration and end-user support, and server virtualization.
Interpersonal skills such as telephony skills, communication skills (written and oral), active listening, and customer care.
Ability to work overtime and on-call hours.
A valid driver's license with a good driving record.

Nice To Haves

3+ years of MSP or IT field services experience preferred.

Responsibilities

Support, troubleshoot, and resolve Tier 1 and Tier 2 client issues, including issues with hardware, software, email, and Microsoft 365
Perform onsite support at client locations, including troubleshooting, maintenance, installations, proactive assessments, and critical incident response.
Diagnose and resolve client network performance, connectivity, and infrastructure issues.
Configure and maintain client network infrastructure and related issues to promote reliable connectivity, performance, and business operations.
Support, diagnose, and resolve server and infrastructure environments involving Active Directory, Group Policy, DNS, DHCP, virtualization platforms, and related systems.
Maintain accurate documentation, including technical activities, configurations, procedures, client environment details, troubleshooting efforts, and resolutions.
Communicate effectively with clients regarding technical issues, service status, and resolutions.
Identify and escalate technical issues requiring advanced expertise, analysis, or authority.
Respond to and resolve escalated technical issues from lower-tier support.
Participate in an on-call rotation.