IronEdge Group

• Support Technicians provide front-line technical support to end users, troubleshoot server and network systems, and dispatch to on-site clients to troubleshoot and remediate issues • This position performs repairs to software or peripheral equipment configurations, following design or installation specifications • Support Technicians escalating issues to senior staff members • The Support Technician will interact with users, including C-Level or Executive client contacts, so professional verbal and written communication skills are a must • Occasional training of end users and new team members is required • Strong decision-making, problem-solving, multi-tasking, and planning skills are utilized to provide excellent customer service in a fast-paced environment • Support Technicians work both as a team and as individual contributors, serving as advanced problem solvers with creative solutions that focus on long-term stability • Attention to detail is required to complete tickets in accordance with company standards • The desire to learn and the ability to absorb new skills and information are key to this position

• Provide guidance and escalation support to the Corporate IT team • Oversee the health of our PSA and RMM systems • Manage incidents and monitor performance • Troubleshoot issues and maintain documentation • Provide training and communicate effectively • Respond to emergencies and execute internal projects

• Systems Administrators provide front-line technical support for end users • Actively listen to client problems and concerns to effectively remediate issues • Escalate within and outside the team to ensure client service and experience are set at the highest levels • Serve as a technical escalation point, providing mentoring support to staff • Manage tickets and allocating resources as needed • Perform complex repairs to software and peripheral equipment configurations • Set up user accounts and configure email access • Answer user inquiries and train users in the proper use of hardware or software • Complete accurate time entry and documentation of remediation steps • Participate in an on-call rotation (quarterly)

• Perform advanced configuration, deployment, and implementation of software, operating systems, cloud platforms, and hardware in accordance with design specifications and industry best practices across multiple technology domains • Serve as the Senior Professional Services Engineer throughout project lifecycles, partnering with Project Managers on project planning, execution, and delivery • Support pre-sales efforts by contributing to the design and peer review of enterprise-level technology solutions spanning cloud, on-premises, colocation, and hosted environments • Provide advanced troubleshooting and escalation support, ensuring timely diagnosis, resolution, documentation, and communication of issues to leadership and stakeholders • Develop high-quality technical documentation, including runbooks, as-built documentation, diagrams, cutover and rollback plans, validation plans, and standard operating procedures • Mentor and guide team members while collaborating closely with support teams, project teams, and management to deliver high-quality outcomes • Deliver end-user training and provide professional, customer-focused support both remotely • Maintain accurate time of entry, ticket documentation, and adherence to company standards • Manage workload effectively, support after-hours project or incident needs, and assist the Client Success Team with technology roadmaps to ensure long-term client success.