Need It support? We Can Help

General Summary:

A Hill Tech Solutions Support Technician is responsible for providing partner support for all Hill Tech Supported Products and Services. This includes deep familiarity with Server and Workstation hardware and Windows Server and Workstation Operating Systems.  Additional products include Backup and Recovery Solutions, Universal Threat Management Solutions, and a host of other third-party products delivered through vendor partnerships.

Essential Duties and Responsibilities:

A Hill Tech Solutions Support Technician, under general supervision, will respond to and resolve support tickets for Hill Tech Solutions Products. This includes a wide range of issues and requires general and specific technical expertise in many areas including: server and workstation hardware, RAID configuration, setup and troubleshooting, Operating System installation and setup, backup and disaster recovery support, virtualization using VMware Server and ESXi, Firewall setup and configuration, network setup and configuration, and other technical support and service issues including answering general questions regarding third party products offered through Hill Tech Solutions.

A typical day can vary widely with a host of issues from simple to complex. The ability to prioritize activities, multi-task and effectively manage multiple partner requests is essential.

A Hill Tech Solutions Support Technician plays a vital role in our relationship with partners, and it is essential to have excellent organization and communication skills, good follow up, strong technical knowledge, and the ability to develop and maintain excellent relationships with our partners and their technical staff.

Specific Duties:

  • Create and maintain comprehensive documentation as it relates to server and network topology, equipment, and configuration(s)
  • Manage tickets in ConnectWise
  • Standard system administration duties including server install, System/Application install and patch management, Windows problem determination and resolution, log analysis, etc.
  • Configure, test, and maintain LAN equipment and services, including switches, routers, firewalls, and VPN

Specific Duties (cont.):

  • Identify, diagnose, and resolve network problems including network connectivity, traffic utilization, etc. using available network tools
  • Provide infrastructure services in all areas needed: storage networking, Operating System, network security, directory services, server virtualization, system backup and restore, system and network monitoring, application installation and configuration
  • Implementation of technology plans
  • Assist with monthly reports and recommendations for Managed Services Clients
  • Interface with third party vendors as liaison between client and vendor
  • Stay current with system information, changes, and updates
  • Other duties as required

Knowledge, Skills, and/or Abilities Required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Ability to effectively communicate with team members and partners including excellent written and oral communication skills
  • Ability to successfully prioritize service issues based on multiple competing objectives
  • Ability to routinely multitask and reassign priorities
  • Willingness and commitment to ongoing learning and development
  • Problem-solving abilities and ability to meet reasonable deadlines
  • Windows Operating Systems (all versions)
  • Microsoft Office 365

Additional Qualifications:

  • Experience in technical services and remote support
  • Strong experience with Windows Server and Windows Operating Systems
  • Experience with VMware is highly desirable
  • Experience with Connectwise and LabTech a plus
  • Organized, detail oriented, and self-motivated
  • Strong computer skills and the ability to effectively communicate through email
  • Willingness to develop professionally
  • Strong documentation skills

Educational/Vocational/Previous Work Experience:

  • 1 to 3 years of technical support in computer services preferred
  • Experience in managing end client networks is preferred
  • Microsoft certifications a plus
  • VCP certification a plus
  • CCNA certification a plus

The statements above are intended to describe the general nature and level of work being performed by people assigned to this job. Other duties may be assigned as needed or required.