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Network / Systems Support Specialist
New Prague, MN
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Tech Support Minnesota is a growing Managed IT Services Provider based in New Prague, MN. We are a team of 10 employees who work collaboratively and transparently to achieve our company goals while continuously improving our services, processes, tools, and culture. We believe in transparency, accountability, and open communication, and we regularly involve our team in decisions that support the long-term health of the business. Our team is trusted to take ownership of their work, contribute ideas, and support one another while maintaining flexibility when needed. We are committed to showing up for our clients when they need us most, helping them stay secure, supported, and confident in their technology. We move quickly, learn from mistakes, and keep improving along the way.
POSITION OBJECTIVE
The Technical Alignment Engineer (TAE) is a strategic technical position within the organization. The primary responsibility of the TAE is to understand the clients' network from top to bottom while bringing the clients' technology stack (hardware and software infrastructure) into compliance with industry standard best practices. This will be accomplished through both onsite and remote assessments. The TAE will follow-up and deliver findings to appropriate departments at Tech Support Minnesota and to the decision makers and/or clients. The goal of the TAE position is to create an understanding among our clients of the proactive processes that this role performs. By doing this we will add another trusted technical resource for our clients to leverage, thus strengthening our client/provider relationship.
REPORTING STRUCTURE
This position reports directly to the VP, Service Delivery and works closely with the Business Technology Advisor and Helpdesk Team.
PRINCIPAL DUTIES
Provides analytical support to the team and is responsible for conducting technical and information-gathering components Serve as the trusted technical resource for our clients by creating a relationship with the point of contact (POC), responsible for defining and executing overall IT Strategy Technical support of networking equipment: WAN and LAN connectivity, routers, firewalls, and security Meets with decision makers / client to review client tickets, receive updated information, and get any other required information to help Tech Support Minnesota support them better Meets with the Business Technology Advisor regularly to share knowledge on the client before and after the proactive onsite visit Create and maintain the accuracy and integrity of client documentation in the centralized documentation system Participate in identifying, defining, maintaining, and implementing standards and policies with other departments and teams at Tech Support Minnesota Work with other departments at Tech Support Minnesota to assist in new client onboarding Have an intimate knowledge of the client's business workflows and operations Responsible for ensuring proper licensing requirements and compliance as it relates to LOB applications like M365, Azure, Sage, QuickBooks, etc Identify trends in recurring support issues for clients' staff and offer technical solutions, business process changes, and documentation to mitigate end user disruption, outages, or inconveniences Perform scheduled or reactive onsite service calls Occasional help desk assistance during high-ticket count peaks This position will require rotated 24/7 on-call and after hours / weekend work as needed
QUALIFICATIONS & EXPERIENCE
Experience providing SMB technical and business guidance/experience working with C-Level executives Able to explain advanced technical concepts in a way that can easily be understood by non-technical point of contacts Proven understanding of operating systems, business applications, printing systems, and network systems Experience providing end-user technical IT support
SKILLS & ATTRIBUTES
Strong written and verbal communication skills with a professional, approachable style. Highly organized, detail-oriented, and able to manage multiple priorities, deadlines, vendors, and internal requests. Comfortable taking initiative, asking good questions, and identifying opportunities to improve processes. Able to work independently while staying aligned with team priorities and leadership expectations. Customer-service mindset when interacting with employees, clients, vendors, and community partners. Positive, team-first attitude with a willingness to help wherever needed in a small business environment. High degree of confidentiality, discretion, accountability, and professionalism. Awareness of and ability to work in accordance with company policies, procedures, and brand standards.
Pay:
$65,000.00 - $75,000.00 per year
Benefits:
401(k) 401(k) matching Dental insurance Flexible schedule Health insurance Life insurance Paid time off Referral program Vision insurance
Experience:
Help desk: 2 years (Preferred) Network administration: 1 year (Preferred) Customer relationship management: 1 year (Preferred) Ability to
