Job Description

Job Description

Cybersecurity and IT Support Technician/Specialist

Come take the next step in your career with us.

If you want to work in a company where you are valued for more than your technical skills and where you are challenged in new ways to build your technical expertise apply today!

We are a Managed Service Provider in Knoxville, TN.

As support technician you will serve as the first point of contact for customers seeking IT support, performing remote troubleshooting, managing service tickets, and providing technical assistance for hardware, software, and network issues. They maintain accurate documentation, deliver exceptional customer service, and often hold relevant IT certifications. This role involves both remote and occasional on-site support, requiring strong communication, problem-solving skills, and teamwork.

We value our employees for their comprehensive skill sets and provide opportunities for continuous professional growth. If you are seeking a challenging and rewarding environment to enhance your technical expertise, we encourage you to apply.

We are a Managed Service Provider (MSP) based in Knoxville, dedicated to improving the operations and security of our clients.

Expected Technical Skills

Knowledgeable in Information Security Best Practices
Networking, specifically Meraki and/or Fortinet Security Appliances (WiFi, VLANs, VPNs). OSI model,
Microsoft Cloud Platform (Office 365, Email, Azure, Entra, ATP, MDM)
Identifying ISP issues and working with clients and their ISPs to get them resolved
Operating Systems (Windows Professional, Windows Server, MacOS)
Advanced troubleshooting in complex environments
Understanding of DNS, record types, and email security

Expected Personal Traits

Continuous Learning - A habit and discipline of continuous learning.
Job Knowledge - Technically and professionally skilled in all position responsibilities and duties. Seeks new skills and opportunities for self-development.
Customer Service - A proactive desire to support customers and teammates. Create client interactions that are easy, enjoyable and meet the needs.
Communications - Ability to convey complex technical jargon in understandable terms for end users. Ability to handle situations with tact and respect. Ability to maintain confidentiality.
Planning/Organizing - Ability to work under deadlines with frequent interruption; and the ability to balance multiple projects/tasks/activities with varying deadlines. Ability to work within structured systems (IT Documentation, PSA and RMM).
Teamwork - Ability to work effectively with teammates, clients, and vendors. A desire to lead and mentor colleagues, receive coaching and training, and work collaboratively.
Analytical - Work systemically and logically to resolve problems, identify causation and anticipate unexpected results. Manage issues by drawing on own experience and knowledge and call on other resources as necessary.
Initiative - Demonstrate a desire to do the job to the best of ability and have a desire to learn new techniques and skills.
Quantity - Ability to meet established goals.
Systems - Ability to follow policies and procedures. Ability to provide positive feedback for improving policies and procedures.

Technical

Remote resolution of a wide range of client issues
Windows computers
MacOS computers
iPhones email and authenticator applications
Firewall identifying and resolving content filtering issues
Identifying root causes of connectivity and performance issues (computer, LAN, Wi-Fi, ISP)
Email delivery and filtering
OneDrive, SharePoint, Teams
Printer, Scanner
QuickBooks issues and updates
Creating, managing, offboarding user accounts in Office 365.

Administrative

Time tracking.
Issue and resolution documentation in ticketing system.
Maintain and update records for documentation, compliance, and billing in structured systems.
Prepare and maintain standard operating procedures and technical references.
Maintain and update knowledge and skills through self-managed learning, training and certifications as assigned.

JM Addington Technology Solutions jobs

Cybersecurity and IT Support Technician/Specialist