Customer Support for Internet Operators assisting users by phone and resolving basic technical issues. Hybrid role with initial training in Barcelona.
About the role
- IT Support Specialist providing technical expertise and support to business clients in Wichita, Kansas. Responsibilities include troubleshooting, system administration, and collaborating with sales for solution design.
Responsibilities
- Act as the initial point of contact for client technical issues.
- Provide onsite and remote technical support to business clients for desktops, laptops, and basic network issues.
- Respond to service tickets, phone calls, and emails; diagnose and resolve Level 1 issues efficiently.
- Maintain clear, professional communication to gather problem details and provide timely updates and resolutions.
- Perform root cause analysis and develop sustainable solutions to recurring technical problems.
- May serve as a technical escalation point for Tier 1 and Tier 2 support teams as experience increases.
- Administer and maintain Windows Servers, Active Directory, Microsoft 365, DNS, DHCP, and group policies.
- Manage virtualization environments (Hyper-V, VMware), backup solutions, and endpoint security tools.
- Ensure proactive system updates, patching, and monitoring for client environments.
- Configure and troubleshoot firewalls, switches, routers, and wireless infrastructure.
- Support secure remote access solutions (VPNs), VLANs, and internal/external networking issues.
- Assist with network upgrades, assessments, and migrations.
- Work closely with sales and account managers to assess client IT needs and design tailored technical solutions.
- Participate in client meetings to present technical concepts and recommend appropriate products or services.
- Provide input on proposals, quotes, and scopes of work for new projects or service opportunities.
- Lead or assist with IT projects including migrations, infrastructure deployments, and system upgrades.
- Provide onsite support for installations, escalations, and project execution as needed.
- Coordinate with vendors and internal teams to ensure successful project delivery.
- Maintain proactive communication with clients, offering guidance, progress updates, and documentation.
- Build trusted relationships through responsiveness, reliability, and strategic insight.
- Provide informal training and support to end users as part of ongoing service delivery.
- Maintain detailed documentation of configurations, procedures, and resolutions in ticketing systems.
- Contribute to internal knowledge bases and share best practices across the technical team.
- Mentor junior technicians and provide internal support for skill development.
Requirements
- 3–5 years of experience in IT support, system/network administration, or managed services.
- Proficient with Windows Server environments, Microsoft 365 administration, and virtualization platforms.
- Strong knowledge of networking concepts, firewalls, and security best practices.
- Familiarity with backup systems, scripting (e.g., PowerShell), and remote monitoring tools.
- Ability to translate technical capabilities into business value for clients; comfortable presenting to both technical and non-technical stakeholders.
- Experience writing scopes of work, contributing to proposals, or assisting in technical pre-sales is highly desirable.
- Valid driver’s license required.
- Excellent knowledge of networks, PC, and desktop hardware.
- Working knowledge of desktop and server operating systems and applications (such as Microsoft Exchange and Active Directory).
- Proficient in enterprise patching rollouts/monitoring/updates.
- Experience with printers, scanners, and other peripherals.
- Good understanding of modern computer and network security practices.
- Advanced problem-solving skills, to manage complex situations with multiple layers and resolve to solution anticipating needs now and into the future.
Benefits
- Paid Holidays
- Paid Time Off (PTO) for Vacation, Personal and Sick time
- Family-plan health insurance with company-funded HSA and HRA accounts
- 401(k) plan with company matching
- Free home internet connection if you live within our service area, or reimbursement if you live outside of our service area
- Free company cell phone plan, or reimbursement if you choose to keep your existing plan
- Company vehicle provided, to also be driven to/from the workplace
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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