Senior IT Support Technician

Tower 23 IT • Encinitas, CA

2d • Onsite

About The Position

Tower 23 IT is a two-decade-old company focused on supporting businesses against cyber threats and IT challenges, aiming to help clients grow and transform through technology. The company values client-first attitudes, clear communication, accountability, and continuous learning among its team members.

This position is based in Carlsbad/Encinitas, CA. and applicants must live within that area. Candidates outside of that area will not be considered.

Company mission and client focus: Tower 23 IT specializes in managed IT, cybersecurity, and compliance services primarily for professional service firms such as medical, legal, and financial businesses with 10 to 100 employees.
Work culture and expectations: Employees are expected to prioritize client satisfaction, work urgently and accountably, and pursue excellence and knowledge. Success involves managing client expectations, identifying process issues, and supporting about 150 end users by closing 10 to 12 tickets daily with an average resolution time of 30 minutes.
Leadership and development: The company operates under the Entrepreneurial Operating System (EOS), ensuring leaders provide clear direction, appropriate tools, effective communication, and regular one-on-one meetings. Team members receive training and recognition based on performance metrics.

Role and responsibilities overview: The technician provides technical support via phone, email, and onsite visits, addressing issues such as forgotten passwords, viruses, and email problems, aiming for customer satisfaction and quick resolution times. Responsibilities include maintaining client network knowledge, updating configuration records, troubleshooting hardware and software, resolving LAN/WAN issues, training users, and ensuring client satisfaction.

Requirements

• At least seven years of experience in network and IT systems troubleshooting
• Proficiency with Microsoft server and desktop operating systems (Server 2022+ and Windows 11)
• Proficiency with Microsoft 365
• Proficiency with networking
• Proficiency with security
• Certifications such as Microsoft Server and Workstation, Microsoft 365, A+, and Net+
• Strong communication skills
• Strong problem-solving skills
• Business ethics
• Teamwork skills
• Analytical skills

Responsibilities

• Providing technical support via phone, email, and onsite visits
• Addressing issues such as forgotten passwords, viruses, and email problems
• Maintaining client network knowledge
• Updating configuration records
• Troubleshooting hardware and software
• Resolving LAN/WAN issues
• Training users
• Ensuring client satisfaction

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 1-10 employees