Shield

Lead patching and automation efforts for large-scale endpoint management using Kaseya and PowerShell. | Experienced in managing and automating patching and endpoint management at scale with strong scripting and RMM tool expertise. | Systems Integrations Engineer Department: IS&T Employment Type: Full Time Location: Shield Technology Partners - Remote Compensation: $120,000 - $150,000 / year Description This role will plan, coordinate, and execute integration projects across multiple areas. This individual will serve as a primary technical liaison between acquired companies, internal stakeholders, and external vendors to ensure a seamless transition experience. The ideal candidate is organized, communicative, and detail-oriented—able to manage multiple projects while maintaining a focus on accuracy, timelines, and relationship-building. Key Responsibilities Excellent organizational and communication skills. Comfortability in configuration and migrations of SaaS systems Ability to examine current customer systems and determine the best path forward to migrate them to Shield systems. High integrity and discretion in handling sensitive company data. Skills, Knowledge and Expertise Core duties and responsibilities include the following. Other duties may be assigned: Integration Management Serve as project lead for system migration/integration workstreams during acquisitions. Develop and manage project plans, milestones, and timelines for integrating new entities Conduct discovery sessions to assess existing processes, data sources, and system structures. Coordinate system migrations across HR, finance, and operations platforms. Communication and Collaboration Facilitate cross-functional meetings with HR, Finance, IT, and Operations Provide integration updates and documentation to internal stakeholders. Support change management communications and orientation for acquired partners. Serve as the key technical contact for acquired partner leadership throughout the integration period. Process Optimization Identify opportunities to streamline onboarding and integration workflows. Standardize templates and checklists for recurring integrations. Recommend process and technology enhancements to support future scalability.

Provide first point of contact technical support for inbound calls during night shift, handling incidents, service requests, and event monitoring remotely. | Minimum 3 years support experience, night shift availability, high school diploma or equivalent, strong communication, and proficiency in VDI, network connectivity, and event monitoring. | IT Support Specialist I (3rd Shift and Weekends) Department: Professional Services Employment Type: Full Time Location: IronOrbit - Remote Compensation: $23.00 - $30.00 / hour Description We are seeking an experienced and motivated IT Support Specialist to join our remote IT support team. Weekend shift role is typically first line response to client incidents, service requests as well as responding to monitoring event alarms. You’ll provide remote assistance to end users across multiple environments, supporting hardware, software, network, and access management issues. This position requires excellent problem-solving skills, strong communication, and a customer-first mindset. Key Responsibilities Phone Support: • First point of contact for all inbound calls in the Support Call phone queue, outside of normal business hours. Screen all calls, assign priority, address issues and requests, or route as required • Conduct outbound calls to customers, clients, vendors, etc. as required • Take inbound calls from customers, clients, vendors, etc. as required • Must be mature, self-actualized, patient with end-users, and able to deal with varying levels of client temperature Customer Support/CRM: • Field incoming help requests from clients via phone, email, & ITSM ticketing system in a helpful and courteous manner. Generate/update ITSM tickets for new and existing client issues • Determine priority of support requests based on customer urgency and impact of the reported incident. • Engage clients with rapport-building communication while capturing complete problem details such as symptoms, context, and error information • Add, update, remove, verify ITSM ticket information as needed, including security pins, questions, updates, new client onboarding/offboarding, etc… • Perform ‘scripted’ and documented solutions as outlined in our KB (knowledge base), as qualified and trained. Perform functions like Account/Session lockouts, password resets, connection setup, email/mobile client setup, etc. • Record, track, and follow documentation during an incident process, including all supervisors’ instructions, and successful/unsuccessful solutions applied through the final resolution or escalation • Perform application upgrades and updates scheduled outside of business hours (Quickbooks, Sage 50, etc…) • Review/Triage Monitoring event alarms, decide to action or route to appropriate ticket queues • Review all cases coming into the ticket queue during shifts • Actively review KB’s and participate in cross-training opportunities to advance to the IT Support Specialist II position IT Support: • Provide technical support for end-user issues, including hardware, software, and peripheral troubleshooting via phone, email, chat or remote session • Set up and configure virtual desktops utilizing VMware Horizon and associated applications • Set up and configure desktops, laptops, mobile devices, monitors, printers, and other office technology – when needed • Diagnose and resolve network problems (e.g., connectivity, DNS, VLANs); coordinate with Tier 2 and 3 for complex issues • Perform remote installations of client applications within a cloud environment (e.g. QuickBooks, Lacerte, Bluebeam, AutoCad, Revit, etc.) • Manage and support user accounts in Active Directory, Microsoft 365, and other systems; handle access requests, MFA support (e.g. Duo, Microsoft), and onboarding/offboarding tasks • Respond to and resolve support tickets in the IT service management (ITSM) platform; ensure accurate documentation and timely follow-up • Act as a liaison between end users and higher-tier support teams, ensuring clear communication and prompt issue resolution. --- Skills, Knowledge & Expertise Education: · Preferred: Associate’s degree in information technology or a related field · Mandatory: High School diploma or equivalent Experience: · Minimum of 3 years in a support role within a Managed Services Provider · Current (preferred) or past experience working 3rd shift (8pm-5am) · Experience supporting/deploying virtual desktop instances, printers, mobile phone devices · Troubleshooting network connectivity issues · Event monitoring and response (especially NinjaOne RMM) Technical Skills: · 3+ years of supporting private/public cloud environments: VMWare Horizon, Citrix, TS/RDS, or other VDI solutions - VCTA/VCP certifications are a plus · 3+ years working with networking, including TCP/IP, DHCP, DNS, SMTP, HTTP, and distributed networks - CCNA is a plus · Experience with Veeam backups (or equivalent) and experience in Office 365, GPOs, VOIP, MDM, and Cisco/Sophos/SonicWall network hardware · Intermediate knowledge of VMware and Hyper-V environments · Good knowledge of Windows Server · Strong knowledge of Windows AD, DHCP, and DNS · Some database experience, including knowledge of SQL · Demonstrate excellent communication and organizational skills, maintaining strong focus to complete tasks and achieve goals while working overnight · Interest in Cloud Engineering and its impact on greater business practices · Skilled at working in tandem with a team of engineers, or alone as required

Oversee help desk operations, lead support team, ensure SLA compliance, and improve service processes. | Requires 5+ years in MSP environment, 3+ years managing support teams, and familiarity with support tools and ITIL certification. | Help Desk Manager Department: Managed Services Employment Type: Full Time Location: OneNet Global - Remote Compensation: $70,000 - $80,000 / year Description Manages the client facing Help Desk to ensure that we deliver exceptional and timely support to all end users. Key Responsibilities · Team Leadership · Lead, coach, and develop the Technical Support Engineer I and Support Services Coordinator roles to ensure consistent, high-quality delivery. · Conduct regular 1:1s, performance check-ins, and support professional development · Foster a culture aligned with our organizational core values of All In, Own It, and Thrive Together. · Service Delivery Oversight and Client Communication · Ensure timely and effective resolution of client issues, focusing on SLA achievement, client satisfaction, and quality of work. · Oversee triage, ticket prioritization, and escalations in coordination with our AI tools. · Review open ticket aging, ticket hygiene, time entry quality, and adherence to standards. · Ensure clients receive timely, clear, and professional communication throughout the support lifecycle. · Act as an escalation point for complex or sensitive client situations. · Process Management · Maintain and improve operational processes such as ticket workflow, documentation standards, escalation paths, and dispatch procedures. · Drive continual service improvement across Help Desk functions, including efficiency, communication flow, and client experience. · Reporting, Metrics, & Performance Tracking · Monitor and report on KPIs such as SLA compliance, ticket volume, ticket aging, customer satisfaction, and ticket performance. · Use reports to identify trends, bottlenecks, and opportunities for improvement. · Perform other duties as assigned Skills, Knowledge & Expertise · High School Diploma (College degree preferred) · 5+ years working for an MSP · 3+ years managing a support team · ITIL v4 certification preferred · Experience with Connectwise Manage, NinjaOne, IT Glue, and Auvik preferred Interfaces and Expectations Interfaces · Reports to the Support Services Manager · Communicate with internal teams, outside vendors, & clients as needed Expectations · All communications will be timely and conducted with business standards · Work with Support Services Manager to ensure that all support processes are consistent and followed by all. · Metrics will be determined

Provide on-site and remote technical support, troubleshoot hardware/software/network issues, and document support activities. | At least 3 years of IT support experience, knowledge of Windows and Mac OS, basic networking, and customer service skills. | IT Support Analyst (Lubbock, TX) Department: Managed Services Employment Type: Full Time Location: NetAscendant - Remote Compensation: $16.00 - $26.00 / hour Description NetAscendant Solutions, a leading IT services provider in the Permian Basin, is looking for an IT professional to assist in providing excellent on-site and remote support to its customers. This full-time position offers an excellent chance to learn and grow as an IT professional. The successful candidate will be a high-performance team-player with strong integrity and excellent interpersonal skills. The candidate should have a thorough knowledge of software, hardware, and networks. Please note: this is a Lubbock-based tech support role that is primarily remote, with occasional travel to customer sites in the Lubbock area and to our Midland office for onboarding, training, and team collaboration. Key Responsibilities Provide on-site and remote technical support to clients, ensuring timely resolution of IT issues. Diagnose and troubleshoot hardware, software, and network-related problems across desktops, laptops, and mobile devices. Install, configure, and maintain operating systems including Windows, Mac OS, and basic Windows Server environments. Perform software installations, updates, and security patches according to company and client requirements. Support users with Microsoft Office applications, email configurations, and productivity tools. Manage and maintain network connectivity by monitoring TCP/IP configurations and troubleshooting network issues. Replace or repair computer hardware components such as drives, memory, and peripherals. Document support activities, resolutions, and system changes in the company’s ticketing or tracking system. Coordinate with senior engineers or vendors to escalate unresolved issues efficiently. Deliver exceptional customer service by communicating clearly, managing expectations, and ensuring client satisfaction. Stay current with evolving technologies, certifications, and IT best practices to continuously improve technical capabilities. Please note: This is a Lubbock-based tech support role that is primarily remote, with occasional travel to customer sites in the Lubbock area and to our Midland office for onboarding, training, and team collaboration. Skills, Knowledge and Expertise At least 3 years of experience within an IT Support role (MSP experience preferred) Strong knowledge of Windows desktop operating systems. Basic knowledge of Windows server operating systems. Basic knowledge of Mac OS. Basic knowledge of TCP/IP networking and troubleshooting tools Proficiency in using and supporting Microsoft Office. Experience supporting smart phones, tablets and other mobile devices. Experience installing software, patches, and updates on desktops and laptops. Experience in troubleshooting basic network, hardware, software, and printing problems. Experience in replacing hardware on desktops and laptops. Ability and desire to learn new skills. Passion for customer service. Excellent written and oral communication skills. Outstanding diagnostic and problem-solving skills Degree in Computer Science or relevant field preferred. Certifications (CompTIA A+/Network+, Microsoft Certified IT Professional, CCNA) preferred. Benefits 401(k) Health insurance Paid time off Professional development assistance

Drive business growth by developing and executing sales strategies within the MSP and MSSP ecosystem, focusing on managed services, cloud solutions, and cybersecurity for mid-market and enterprise clients. | Minimum 5+ years of experience in selling technology solutions, with a strong understanding of networking, security, and industry trends, and experience selling to managed accounts. | Senior Sales Executive (Southeast) Department: Sales Employment Type: Full Time Location: BCS365 - Remote Compensation: $78,000 - $118,000 / year Description The Sr. Sales Executive is responsible for effectively driving business growth and expanding strategic accounts within our Managed Services and IT solutions portfolio. This role requires a proven hunter mentality, deep understanding of the MSP and MSSP ecosystem, and the ability to translate complex technology offerings into clear business value for mid-market and enterprise clients. Key Considerations: Must be authorized to work in the U.S. This is a full-time, direct hire position. Must be willing to travel to client sites or conferences as needed. While working from home, employees must have a reliable internet connection and must work in an environment free of noise and distraction. This position is on the Southeast Regional Sales team (AL, AK, DC, FL, GA, KY, LA, MS, NC, SC, TN, VA, WV) Compensation Disclaimer: The pay range listed for this position is based on market data across various U.S. locations and reflects the company’s good faith estimate of what it reasonably expects to pay. Actual compensation may vary depending on geographic location, relevant experience, and other job-related factors. This range also accounts for potential growth and progression within the role. Final compensation will be determined after a successful interview process and may be discussed in more detail during later stages. Essential Duties and Responsibilities Develop and execute a territory or vertical sales strategy to achieve and exceed revenue targets. Prospect, qualify, and close new business opportunities for managed services, cloud solutions, cybersecurity offerings and professional services. Build strong relationships with C-level and senior IT decision makers, understanding their business challenges and aligning solutions accordingly. Deliver compelling presentations, proposals, and solution roadmaps tailored to client needs. Uncover objections and overcome underlying concerns by sharing information regarding the BCS365 approach, methodologies, technology portfolio, and the value proposition of our service offerings. Collaborate with internal technical teams to scope solutions, create SOWs, and ensure accurate handoff to service delivery. Maintain a healthy pipeline through consistent outbound activity, networking, and leveraging channel partnerships. Track sales activities, forecasts, and pipeline updates in CRM with accuracy and discipline. Stay current on industry trends, competitive landscape, and emerging technologies relevant to MSP and MSSP services. Achieve strong conversion rates for phone and in-person consultations. Establish and maintain excellent working relationships with potential and existing clients. Actively engage in selling current clients additional services. Utilize BCS365 sales material and call guides to: Screen prospects effectively, identify and understand business needs, convey relevant and compelling information regarding BCS solutions / services, and set appropriate expectations for each service. Promptly complete daily sales activity updates, weekly sales checklists and other requested information systems to track progress and performance. Use HubSpot database and activity management software to accurately record client information and effectively manage client relations and the sales process. Prepare and present regular progress reports for management. Maintain accurate Opportunity Funnel. Participate in ongoing management and strategy meetings. Follow up on all presale’s activities. Build and expand a network of referral partners. Participate in activities and events that promote BCS365 products and services. Participate in the development of new project proposals. Recommend policies and procedures to enhance sales operations. Travel to key sales events, strategic industry functions, and clients’ sites to advance relationship and drive revenue opportunities. Competencies, Skills, and Qualifications Excellent grammar, written and oral communication skills. High-level understanding of computer networking technology and industry trends. Proven success selling to Managed Accounts. BA/BS in Business, Management, Computer Science or Engineering fields preferred. Prior experience working with ServiceNow preferred. Minimum of 5+ years of experience includes selling technology solutions including wireless, security, IP Telephony, software etc. Benefits Insurance Coverage: Health, Dental, Vision, Life/AD&D, Long-Term Disability, Accident, Hospital Indemnity, Critical Illness Paid Time Off (Vacation, Holidays, Birthday) 401k Retirement Plan with Company Match Peer-to-Peer Recognition Learning and Development Pet Insurance Fun On and Off-Site Events Referral Bonus Program Employee Assistance Program