Responsibilities

• Provide remote IT support to clients across the country

• Offer onsite support to local customers in Middle Tennessee as needed

• Handle complex support requests involving workstations, cloud services, networks, and security

• Actively participate in ticket triage by monitoring and assigning new help desk tickets during assigned shifts

• Ensure adherence to phone coverage standards within MCT’s help desk ring groups

• Take ownership of support tickets and follow them through to resolution with detailed documentation

• Respond to automated alerts and perform proactive diagnostics

• Collaborate with technical staff, assist with project and back-office work, and support team members when needed

• Escalate issues responsibly, and lead resolution efforts when applicable

• Participate in training, internal knowledge sharing, and on-call rotation

Required Qualifications

• 3 or more years of professional IT support, help desk, or MSP experience

• Proficiency with Microsoft 365, Windows Server, and remote support tools

• Strong understanding of networking concepts including IP, DNS, VPN, firewalls, and VLANs

• Familiarity with full network stacks, including routing, switching, and wireless

• Experience with domain registrars and managing DNS records

• Working knowledge of security best practices for endpoint, network, and cloud environments

• Experience with backup configurations and disaster recovery solutions

• Experience with cloud services and VPS environments, with Azure preferred

• Hands-on experience with virtualization platforms such as Hyper-V or VMware

• Comfortable working independently and guiding less-experienced team members

• Based in Middle Tennessee with reliable transportation

• Ability to lift up to 50 lbs and assist with physical installations as needed. This includes proficiency with hand tools for mounting equipment, basic cable testing and troubleshooting, safe use of power tools, and occasional work from ladders.

• Strong documentation, communication, and client-facing skills

Our Culture

We believe a respectful and supportive environment sets the tone for great work. Technical skills matter, but just as important is how we present ourselves, communicate, and support one another.

Here’s what you can expect from our team culture:

• We expect team members to carry themselves in a way their mom would be proud of. That means being mindful of how we speak, how we dress, and how we treat others, both in the workplace and out in the world. We keep things respectful, and that includes keeping our language clean.

• We believe consistency matters. The way we work, speak, and represent the company during business hours should line up with how we carry ourselves outside of work.

• We don’t cut corners. We do what’s right, even when it takes more effort, and we always keep the success of our clients at the center of what we do.

• We value honesty, humility, and dependability. We communicate clearly and approach our work with a mindset of service.

Interview Process

1. Scheduling Call (5 minute screening call to confirm contact information)
2. Preliminary Interview (15-30 minute in Zoom meeting)
3. Technical Interview (30 minute Zoom meeting with technical staff and skill assessment)
4. In-Person meeting (discuss formalities, answer questions, and scheduling onboarding)