Senior Director leading Enterprise Architecture at Fortrea to define technology strategy and governance. Overseeing architectural alignment and mentoring a global team for operational excellence.
About the role
- Senior IT Support Specialist resolving advanced technical issues while building client relationships at a fast-growing IT Managed Service Provider. Engaging in complex environments and taking ownership from request to resolution.
Responsibilities
- Serve as a trusted, client-facing technical resource for escalated and complex support needs
- Diagnose and resolve issues across Windows, macOS, Linux, Microsoft 365, Google Workspace, and mixed cloud/on-prem environments
- Own issues end-to-end including investigation, resolution, documentation, and client communication
- Support networking components such as firewalls, switches, VPNs, VLANs, DNS/DHCP, Wi-Fi, and routing
- Partner with teammates in a non-tiered support structure that values collaboration and shared ownership
- Participate in client projects including migrations, deployments, security initiatives, and system upgrades
- Identify recurring issues and recommend automation, tooling improvements, or process changes
- Maintain clear, accurate documentation and contribute to internal knowledge resources
- Provide onsite support to NYC-area clients as needed
Requirements
- 2–5+ years of experience in an MSP or fast-paced, multi-client IT support environment
- Strong troubleshooting skills across systems, networking, cloud services, and security fundamentals
- Customer-first mindset with the ability to communicate clearly and calmly with non-technical users
- Comfort diagnosing unfamiliar technologies through logic, research, and experimentation
- High ownership mentality — you don’t pass problems along, you solve them
- Proactive approach to improving processes, documentation, and tooling
- Desire to keep learning and expanding technical depth
- Certifications (Microsoft, Cisco, CompTIA, etc.) are a plus but not required.
Benefits
- Customer-focused support culture: Technical excellence paired with real client relationships
- Non-tiered team structure: Ownership, autonomy, and accountability without rigid escalation paths
- Variety and growth: Exposure to diverse environments that rapidly build skills
- Impact-driven work: Your ideas for efficiency, automation, and improvement are encouraged and implemented
- Supportive culture: Curious, collaborative teammates who value quality work and mutual respect
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