Resilient Networks
Resilient Networks is a Security, Voice, Data, and Wireless Technology firm that thrives on partnering with local and regional business leaders who demand highly performing technology to run their business.
Mission: Deliver enterprise-class Technology Managed Services that empower our clients’ growth and long-term success, with a keen eye on security. We maintain a distinct focus on providing innovative solutions and responsive acute care for our clients’ technology needs.
Department: Technical Team
Location: Williston, Vermont
Reports to: Service and Support Coordinators / President
FSLA: Exempt
About the Role
Are you motivated to help people? Are you the type that can't let go of something until you figure it out?
Let's talk.
Key Responsibilities
· Provide technical support for our client’s staff via phone, email, and in-person.
· Diagnosing and troubleshooting hardware, software, and network issues.
· Install, configure, and maintain desktop operating systems, business networking equipment, and wireless technologies.
· Document support interactions and resolutions in ticketing systems.
· Collaborate with engineering and product teams to identify recurring issues and suggest improvements.
· Maintain system functionality by testing components and applying updates.
· Assist with onboarding new team members and setting up their IT environments.
· Develop and maintain knowledge base articles and training materials.
· Ensure client confidence by maintaining data confidentiality and security.
· Participate in strategic vendor relationships and escalate issues as needed.
· Support purchasing and finance teams with product strategy and invoicing accuracy.
What It Takes
We pride ourselves on delivering a high quality of service with a focus on the details that make a difference. We are a team of individuals who pride ourselves on creative thinking that uniquely addresses our clients’ challenges.
Minimum Experience Required
- Bachelor’s degree in Information Technology, Computer Science, or equivalent experience.
- 5+ years of experience in technical support or help desk roles.
- Strong knowledge of Microsoft Windows, networking protocols, and desktop support tools.
- Strong knowledge of Apple MAC and iOS Devices
- Experience with Microsoft M365 Admin, Teams, Outlook, Active Directory, Printers, Mobile Devices, Azure and AWS Experience would be a plus.
- Experience with Google GSuite, GDrive and other Google Platform features
- Excellent troubleshooting and problem-solving skills.
- Strong communication and customer service abilities.
- Ability to work independently and as part of a team in a fast-paced environment. Ability to work in a service-oriented team environment with strong organization, analytical, communication, and time management skills.
- Ability to demonstrate independent thinking and judgement with minimal oversight
- Able to work in Williston, Vermont (Required)
Skills We are Looking For
- Proven ability to collaborate and build strong relationships with both internal and external stakeholders
- Skilled change management agent
- Strong analytical thinking and solutions orientation
- Customer support experience with an understanding of triage and relationship management
- Excellent communication skills, both written and verbal
- Strong attention to detail
- Excited about Resilient’s mission of providing acute care and the best IT managed services
- Eligible to work in the United States
Benefits:
· Health Insurance
· Retirement plan
· Paid time off
· 401K
· Paid Holidays
· Professional development assistance
· Possible Quarterly and Annual Paid Bonus for Profitability and Performance
Job Type: Full-time
Environment: On-site support required, remote work not available for this role. Occasional after-hours or on-call support may be needed.
Compensation: Salary Based on Experience, including Bonus and Profit Sharing
