Partner Support (Help Desk) Specialist - Level 3

Imagine a world where entrepreneurs and their businesses can focus on making a positive impact on the world we live in. Where they can do their work using great technology, supported by great people, that simply works the way it’s supposed to! That’s what we do, and we need your help.

For over 16 years, MVP has worked with hundreds of small and medium-sized businesses, helping them with all their technology needs, helping them thrive and grow, helping them to achieve their vision of making the world a better place.

Pete_Computer.pngWhy Join Us?

This is not your typical office job. Our passionately engaged team of A-players are beyond awesome!

We’re an energetic, fun, focused, and effective group who thrive on big challenges. We have a strong culture of teamwork, we work hard and have fun, and foster minds who wish to experience personal and professional growth on another level. Our culture is fast-paced and we consider our work our “art,” striving for excellence in everything we do.

Why Else?

We offer an extensive benefits package for all full-time employees, including medical, dental, vision and more.

And... We're hiring like crazy right now! Looking for smart, forward-thinking problem solvers to join our team, this means plenty of growth potential and opportunities for you, that’s right, YOU!

If inside you're saying "I’m in" please continue...

The Partner Support Specialist (Remote L3) has strong technical aptitudes backed by at least two years in the trenches of experience. They are a good communicator who can manage well when the partner is in a pickle and needs strong guidance. The pace and demands are greater than in lower-level positions. They should be able to execute with a high degree of success in implementing and/or solving problems.

Pete_MagnifingGlass.pngResponsibilities

As a Partner Support Specialist, you hold a key role in the growth and success of our organization. You have a few primary responsibilities:

  1. Acting as an escalation point for Level 2, on-site, and Professional Services technicians and addressing higher-level and more complex issues
  2. Executing with a high degree of success in integrating and/or solving problems in environments rich in Windows Server, VPNs, firewalls, backup systems, and more.
  3. Providing excellent customer service

You will be accountable for:

  • Providing level 3 technical support to partners through a combination of phone calls and service ticket notes
  • Tracking all work in ConnectWise as it is completed and submitting accurate timesheets on a weekly basis
  • Ensuring through regular communication with the Professional Services, Sales, and Partner Success teams that partners are receiving the excellent level of service MVP expects
  • Thoroughly documenting solutions that you deploy, repair, or otherwise encounter that aren’t already documented
  • Embodying the MVP standard of Taking IT to 11!

To be successful, you have:

  • Ability to adapt in real-time to fresh challenges and shifting priorities
  • Strong technical skills across a variety of IT disciplines
  • An unflappably positive attitude even in the face of challenges
  • Strong interpersonal, written, and verbal communication skills
  • Self-awareness of strengths and weaknesses; knowing when to ask for assistance or escalate
  • Ability to adapt working style and approach to effectively communicate with a diverse range of individuals
  • A true team-focused spirit, with a willingness to jump in and help your coworkers (we only have room for people who follow any thoughts of “that’s not my job” with “…but I’m happy to have the opportunity to help out my team”)
  • A collaborative, professional approach to building positive relationships across the organization
  • Drive to acquire and apply new knowledge or skills to continuously improve personally and professionally
  • Appreciation of a culture of empowerment and accountability to a team

Credentials and Experience: 

  • 3 – 5 years of relevant experience
  • Professional IT Certifications, including: Microsoft MCP, MCSA, MCSE, Sonicwall CSSA, Cisco CCNA, or VMware VCP
  • Expertise in Microsoft products, including Windows, Windows Server, Office and O365, Microsoft Exchange
  • Expertise in building of Group Policies and Active Directory deployments for software, compliance settings, etc
  • Experience with Sonicwall or Nextgen firewalls
  • College degree in Information Technology, Computer Science, or related previous experience
  • Experience troubleshooting networking concepts including LAN/WAN topology, cabling, routing, and VPN client access, setup, and troubleshooting
  • Thorough knowledge of troubleshooting computers, networks, and printers
  • Experience with deployment of VMWare Esxi, HyperV, Citrix Xen, or Azure
  • Experience with managed switch configurations, HPE, Dell, Xtreme, Cisco including VLAN configuration and troubleshooting
  • Experience with data backup and disaster recovery support
  • Corporate antivirus support and troubleshooting (Webroot, Avast, AVG, Symantec, Sophos)
  • Working knowledge of wireless technologies

This is a full-time, permanent, hourly position located in Buffalo, NY. 

MVP is an Equal Opportunity Employer. We are committed to attracting, retaining, developing and promoting the most qualified employees without regard to race, gender, color, religion, sexual orientation, national origin, age, physical or mental disability, citizenship status, veteran status or any other characteristics prohibited by state, local or federal law