The Squires Group, Inc.

Compensation

Full Description

Overview The Squires Group is seeking a highly organized and detail-oriented professional to provide Tier 2 Technician support for our local client. This role is primarily remote, with occasional in-person company meetings and events within the DC metropolitan area. Candidates must be local to the DC area. Responsibilities • Provide advanced technical support to end users in both remote and on-site client environments, serving as a senior escalation resource rather than front-line support. • Own and resolve complex, escalated technical issues, ensuring timely remediation and long-term stability of client systems. • Administer, configure, patch, and maintain Windows and macOS operating systems across client environments. • Deploy, configure, and support endpoint hardware, peripherals, and associated infrastructure in alignment with client standards. • Evaluate user and system requirements, diagnose underlying issues, and implement preventative and proactive measures to reduce repeat incidents. • Interact with clients in a professional, consultative manner, both remotely and on-site. • Operate independently with minimal supervision while meeting performance, quality, and SLA expectations. • Manage and prioritize technical requests submitted via ticketing systems, phone, and email, with a focus on escalations and higher-complexity work. • Maintain accurate and up-to-date technical documentation, including system changes, configurations, and procedures. • Ensure the security, integrity, and confidentiality of client data at all times. • Develop user-facing documentation such as operational guides, reference materials, and best-practice instructions. Technical & Administrative Focus Areas • Advanced Troubleshooting & Escalation Management: Diagnose and resolve complex issues, including DNS failures, VPN configurations, application integrations, database-related issues, and server-level modifications. • Incident Ownership & Root Cause Analysis: Lead incidents from identification through resolution, performing root cause analysis and implementing corrective actions to prevent recurrence. • Network Administration & Troubleshooting: Diagnose and remediate network connectivity issues involving firewalls, switches, wireless access points, routing, and VPN technologies. • Server Administration: Perform routine server administration and maintenance tasks, including configuration changes, updates, monitoring, and issue resolution. • End-User Enablement & Training: Provide guidance and training to users to improve system usage, security awareness, and overall productivity. • Documentation & Knowledge Management: Contribute to and enhance internal knowledge bases and documentation to support operational consistency and team efficiency. Qualifications • Hands-on experience provisioning, administering, and troubleshooting various components of Office 365, including but not limited to SharePoint, Teams, Exchange Online, Entra ID, Intune, and related services. • Expertise with networking protocols and equipment such as physical and virtual firewalls, Layer 2/3 switches, DNS, DHCP, TCP/IP, and more. • Have familiarity with Microsoft Dynamics applications. • Exhibit strong career ambition with a clear drive to achieve long-term professional goals. • Embrace lifelong learning with a genuine passion for acquiring new knowledge and skills. • Maintain a proven record of executional excellence and consistent high performance. • Bring 4+ years of experience in customer service or the service industry. • Bring 4+ years of experience providing technical support. • Possess at least 2 years of Managed Service Provider (MSP) experience. • Hold or be actively pursuing a BA/BS in Computer Science or a related discipline, or relevant technical certifications. • Maintain a valid driver’s license, reliable vehicle, and active insurance. Compensation And Benefits • The anticipated salary range for this position is $70-90,000 base annually, depending on experience; this range is subject to adjustment. • Benefits vary by compensation type and may include paid time off (PTO), medical, dental, and vision coverage, life insurance, long-term disability insurance, a 401(k) plan, and additional optional benefits. Check out our Referral Program! The Squires Group will pay you for every qualified professional that you refer and we place. If you see a position posted by The Squires Group and know the perfect person for the job, please send us your referral. For more information, go to https://bit.ly/squiresreferral .