Partner Support Remote L3 Tech In-Person Local to Buffalo, NY

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Department: Partner Support
Reports to: Partner Support Facilitator
Recruiting Pay Range: $24.51/hr – $30.00/hr
Salary: No
Exempt: No

Summary: The Partner Support L3 Technician has strong technical aptitudes backed by at least two years in the trenches of experience. They are a good communicator who can manage well when the partner is in a pickle and needs strong guidance. The pace and demands are greater than in lower-level positions. They should be able to execute with a high degree of success in implementing and/or solving problems.

Responsibilities:

As a Partner Support L3 Technician, you hold a key role in the growth and success of our organization. You have a few primary responsibilities:

  1. Acting as an escalation point for Level 2, on-site, and Professional Services technicians and addressing higher-level and more complex issues
  2. Executing with a high degree of success in integrating and/or solving problems in environments rich in Windows Server, VPNs, firewalls, backup systems, and more.
  3. Providing excellent customer service

You will be accountable for:

  • Providing level 3 technical support to partners through a combination of phone calls and service ticket notes
  • Tracking all work in ConnectWise as it is completed and submitting accurate timesheets on a weekly basis
  • Ensuring through regular communication with the Professional Services, Sales, and Partner Success teams that partners are receiving the excellent level of service MVP expects
  • Thoroughly documenting solutions that you deploy, repair, or otherwise encounter that aren’t already documented
  • Embodying the MVP standard of Taking IT to 11!

To be successful you have:

  • Ability to adapt in real-time to fresh challenges and shifting priorities
  • Strong technical skills across a variety of IT disciplines
  • An unflappably positive attitude even in the face of challenges
  • Strong interpersonal, written, and verbal communication skills
  • Self-awareness of strengths and weaknesses; knowing when to ask for assistance or escalate
  • Ability to adapt working style and approach to effectively communicate with a diverse range of individuals
  • A true team-focused spirit, with a willingness to jump in and help your coworkers (we only have room for people who follow any thoughts of “that’s not my job” with “…but I’m happy to have the opportunity to help out my team”)
  • A collaborative, professional approach to building positive relationships across the organization
  • Drive to acquire and apply new knowledge or skills to continuously improve personally and professionally
  • Appreciation of a culture of empowerment and accountability to a team

Credentials and Experience:

  • 3 – 5 years of relevant experience
  • Professional IT Certifications, including: Microsoft MCP, MCSA, MCSE, Sonicwall CSSA, Cisco CCNA, or VMware VCP
  • Expertise in Microsoft products, including Windows, Windows Server, Office and O365, Microsoft Exchange
  • Expertise in building of Group Policies and Active Directory deployments for software, compliance settings, etc
  • Experience with Sonicwall or next-gen firewalls
  • College degree in Information Technology, Computer Science, or related previous experience
  • Experience troubleshooting networking concepts including LAN/WAN topology, cabling, routing, and VPN client access, setup, and troubleshooting
  • Thorough knowledge of troubleshooting computers, networks, and printers
  • Experience with deployment of VMWare Esxi, HyperV, Citrix Xen, or Azure
  • Experience with managed switch configurations, HPE, Dell, Xtreme, Cisco including VLAN configuration and troubleshooting
  • Experience with data backup and disaster recovery support
  • Corporate antivirus support and troubleshooting (Webroot, Avast, AVG, Symantec, Sophos)
  • Working knowledge of wireless technologies

Promotion

  • This is the most senior non-leadership position in the Partner Support Department.
  • Advancement into other teams is possible with 2-3 years of MVP experience.
  • Depending on individual goals, training will be provided to facilitate change

MVP is committed to creating an inclusive culture that encourages, supports, and celebrates a diverse workforce. We want all of our employees to feel respected, valued, and appreciated for who they are. It is our policy to provide equal employment opportunity in all employment practices without regard to race, color, religion, gender (including pregnancy), national origin, age, disability, genetic information, sexual orientation, marital status, military status, familial status, domestic violence victim status, gender identity or expression, as well as any other characteristic protected by law.

Contact Us Today!

If you are interested in this position, please send your resume and cover letter to careers@mvpworks.com!