Position: Technical Support Specialist – Level 1
Port Cyber is seeking to grow its technical team to keep pace with its steady growth. Port Cyber is a provider of fixed-price IT support to small and mid-size businesses in the DC metro area. The company is looking for highly motivated individuals with the ability to effectively communicate with both internal staff and clients. Candidates must also possess a strong information technology background and knowledge.
Position Summary
The Technical Support Specialist Level 1 (TSS - L1) role within the Support Services group will be responsible for ensuring all client-facing customer support requests are resolved in a complete, correct, and timely manner. Typical responsibilities are:
Triage - The TSS - L1 should be able to work effectively in a triage role, engaging with clients to understand and thoroughly document support requests, inquiring intelligently to make sure that all relevant information is gathered so that effective troubleshooting can begin when the ticket is assigned.
Tier 1 Issue Resolution - For simple day-to-day issues (typically with desktop support or basic cloud services), the TSS - L1 should be capable of taking ownership of issues and either solving them directly or engaging the correct internal or external resources to drive the issue to resolution.
Monitoring and Response – At times, the TSS - L1 will assist with network and server monitoring to ensure maximum uptimes for all clients.
Documentation – Along with all other technical staff, the TSS - L1 will participate in reviewing and maintaining documentation of clients’ information technology infrastructure and systems.
Preferred Experience Background
This is an entry level technical position. The ideal candidate will have excellent customer service skills and a strong desire to learn and troubleshoot new technologies. Excellent verbal and writing communications skills are paramount, as is the ability to track and work on multiple tasks. At least some basic experience troubleshooting in Windows and Mac desktop support in a business environment and basic TCP/IP network troubleshooting experience is desired. This position will be highly collaborative with staff members of varying experience and will provide numerous opportunities to learn new skills and take on additional responsibilities.
Responsibilities
All areas of responsibility listed below are essential to the satisfactory performance of this position. Any non-essential functions are assumed to be included in "other related organizational and logistical duties as may be reasonably assigned":
Provide triage and initial troubleshooting for tickets via phone and email.Resolve level 1 tickets via remote supportCoordinate on-site visits as needed for system troubleshooting and new system setupRespond to and triage system outages, virus notifications and backup reportsUpdate minor changes in client documentationMaintain response SLAs and follow standard operating procedures for triage and troubleshooting.Collaborate with other Support Services staff to ensure a positive and effective client experience.Provide regular status updates to Director of Support Services ger and other senior staff.Attend regular individual and team supervision meetingsMaintain top-level customer service and communications, both written and verbal, within Port Cyber and with clients.Participate in training and development of customer service and technical skills.Participate in Port Cyber on-call rotation
Required Experience
The position requires familiarity and general operating skill levels with the following technologies:
Windows Desktop OSMicrosoft Office ApplicationsWindows Active DirectoryMicrosoft 365Basic TCP/IP network troubleshootingWireless Network Connectivity
Preferred Experience
Windows Server OSMac OSMicrosoft EntraManaged Antivirus/EDR solutionsManaged backup solutions
Education and Certifications Preferred, Not Required
Two-Year or Four-Year Bachelor's degree in Computer Science or Information Systems, or other related disciplinesCertifications: CompTIA A+, Network+, Security+, Microsoft
Additionally Must Possess
As TSS - L1, you will interact extensively (both over the phone and in person) with end-users that possess a wide range of technical knowledge. As such, you will need to possess strong analytical skills, excellent interpersonal skills, ability to design workable solutions to problems in a timely manner, the ability to travel to client sites (local travel only) and a strong customer service ethic.
You may be responsible for, and candidates should be able to perform light physical work. Examples would include things such as lifting, moving, and relocating computers or other information technology infrastructure within an office or data center facility.
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Position: Technical Support Specialist – Level 2
Port Cyber is seeking to grow its technical team to keep pace with its steady growth. Port Cyber is a provider of fixed-price IT support to small and mid-size businesses in the DC metro area. The company is looking for highly motivated individuals with the ability to effectively communicate with both internal staff and clients. Candidates must also possess a strong information technology background and knowledge.
Position Summary
The Technical Support Specialist Level 2 (TSS - L2) role within the Support Services group will be responsible for ensuring all client-facing customer support requests are resolved in a complete, correct, and timely manner. Typical responsibilities are:
Tier 1 and 2 Issue Resolution – The TSS - L2 should be capable of taking ownership and resolving issues directly or engaging the correct internal or external resources to drive the issue to resolution. The TSS - L2 will also assist with certain escalated issues.
Responding to Networking/Server Alerts – At time, the TSS - L2 will be responsible for assisting with resolution of network and server related issues to ensure maximum uptimes for all clients.
Onsite Support – The TSS - L2 will be required to make scheduled and unscheduled onsite visit to client offices and homes to assist with support items that cannot be addressed and resolved remotely.
Documentation – Along with all other technical staff, the TSS - L2 will participate in reviewing and maintaining documentation of clients’ information technology infrastructure and systems. The TSS - L2 will also be responsible for accurately documenting their time and work completing on assigned tasks.
Preferred Experience Background
The ideal Technical Support Specialist will have tier 1 and 2 experience performing Windows and Mac desktop support in a business environment. Prior experience working in a desktop support role for an Information Technology Managed Services Provider (MSP) is beneficial but not required. Our ideal team members will strive to provide a high level of customer service and possess exceptional verbal and written communication skills. This position will be highly collaborative with staff members varying degrees of experience and technical expertise and will provide opportunities to learn new skills and to take on additional responsibilities. Team members will be most successful by employing critical thought and analysis to learn new technologies and consistently improve in customer service.
Responsibilities
All areas of responsibility listed below are essential to the satisfactory performance of this position. Any non-essential functions are assumed to be included in "other related organizational and logistical duties as may be reasonably assigned":
Respond to and resolve client incidents via remote and on-site desktop support. Incidents are submitted via phone calls and email.
Resolve client system outages and coordinate client communication.Maintain ownership of multiple client issues and incidents while independently researching reliable and scalable solutions.Facilitate hardware orders and deploy new workstationsUpdate client documentation and standard proceduresMaintain response SLAs and follow standard operating procedures for triage and troubleshooting.Collaborate with other Support Services staff to ensure a positive and effective client experience.Provide regular status updates to Director of Support Services and other senior staff.Attend regular individual and team supervision meetingsMaintain top-level customer service and communications, both written and verbal, within Port Cyber and with clients.Participate in training and development of customer service and technical skills.Participate in Port Cyber on-call rotation
Required Experience
The position requires familiarity and fundamental skill levels with the following technologies:
Windows Desktop OS (installation, support, and basic troubleshooting)Mac OSMicrosoft Office Applications (basic use, installation, and troubleshooting)Windows ServerOSWindows Active Directory AdministrationMicrosoft 365 Management (Users, Teams, Exchange, OneDrive, SharePoint)Microsoft Entra AdministrationManaged antivirus/EDR solutionsManaged backup solutionsTCP/IP networks and network devices (routers, switches, firewalls) troubleshooting and configurationWireless Network Connectivity
Education and Certifications Preferred, Not Required
Bachelor's degree in Computer Science or Information Systems, or other related disciplinesCertifications: CompTIA A+, Network+, Security+, MCSE, VMware
Additionally Must Possess
As Technical Support Specialist, you will interact extensively (both over the phone and in person) with end-users that possess a wide range of technical knowledge. As such, you will need to possess strong analytical skills, excellent interpersonal skills, ability to design workable solutions to problems in a timely manner, the ability to travel to client sites (local travel only) and a strong customer service ethic.
You may be responsible for, and candidates should be able to perform light physical work. Examples would include things such as lifting, moving, and relocating computers or other information technology infrastructure within an office or data center facility.
Read LessPosition: Senior Network Consultant
Port Cyber Corporation is seeking to grow its technical team to keep pace with its steady growth. Port Cyber is a provider of fixed-price IT support to small and mid-size businesses in the DC metro area. The company is looking for highly motivated individuals with the ability to effectively communicate with both internal staff and clients. Candidates must also possess a strong information technology background and knowledge.
Position Summary
The Senior Network Consultant is assigned a portfolio of clients and reports to the Chief Operating Officer. The successful candidate will be responsible for working closely with clients, our Support Services Group and Managed Services Team, to ensure all technical needs are met. Typical responsibilities are:
§ Strengthen Business Relationships
§ Identify and Recommend Technical Solutions
§ Directly Implement Proposed Technical solutions
§ Prioritize and address client issues and concerns
Preferred Experience Background
This is a senior level technical position. Our Ideal Senior Network Consultant will have 5+ years of prior experience working for an MSP or onsite as support staff for a small business. Our ideal team members will strive to provide a high level of customer service and possess exceptional communication and project management skills. This position will be highly collaborative with staff members of varying experience and will provide numerous opportunities to mentor other staff.
Responsibilities
All areas of responsibility listed below are essential to the satisfactory performance of this position. Any non-essential functions are assumed to be included in "other related organizational and logistical duties as may be reasonably assigned":
Participate in regular meetings with a client’s leadership teamBuild and maintain a technical road map with client for their businessDevelop policies and procedures for technical support and operationsDetermine obstacles and challenges that threaten a client’s business and communicate with Port Cyber ManagementAnalyze client’s evolving needs and recommend appropriate infrastructure and configurationsAnalyze, recommend, and evaluate new hardware and software products for network compatibilityDesign, manage, and deliver all aspects of Project ImplementationVendor managementDesign, configure, maintain, and manage network infrastructure and applications, including backupsProvide escalation support for advanced or complex issuesContribute to best practices for managed servicesReview and maintain client documentation in conjunction with other team members.Identify opportunities for professional growthContribute to the growth and operations of Port Cyber
Required Experience
The position requires proficiency in the following skills:
Project ManagementMicrosoft 365VirtualizationNetworking Configuration and ManagementManaged backup solutionsMail Systems and SecurityWindows Server Operating SystemsFirewall Configuration and TroubleshootingRemote Access ManagementActive DirectoryMobile Device ManagementManaged antivirus/EDR solutionsCritical ThinkingAttention to Detail
Education and Certifications Preferred, Not Required
Two-Year or Four-Year Bachelor's degree in Computer Science or Information Systems, or other related disciplinesCertifications: CompTIA A+, Network+, Security+, Microsoft, VMware
You may be responsible for, and candidates should be able to perform light physical work. Examples would include things such as lifting, moving, and relocating computers or other information technology infrastructure within an office or data center facility.
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