Senior Support Technician

Company Description:

Vertilocity, an HBK company, delivers dynamic and comprehensive IT service delivery solutions to its clientele in the United States. Unlike traditional service delivery teams, Vertilocity’s Support organization provides exposure across all aspects of client technological environments, enabling continuous professional development and career growth. The organization is committed to delivering exceptional customer value while preserving its reputation for reliability, technical excellence, and business integrity.

Position Summary: The Senior Support Technician – Service Delivery serves as an advanced technical escalation resource within the Service Delivery team. This role handles complex infrastructure and platform-related incidents that require deeper technical expertise and structured problem resolution. The position provides hands-on troubleshooting support, technical mentoring to team members, ensures resolution quality, and collaborates with the Service Delivery Leads. This role plays a key part in reinforcing Vertilocity’s credibility and technical excellence across its clientele by ensuring that escalated issues are resolved accurately, professionally, and efficiently.

Key Responsibilities • Act as the primary escalation point for complex technical incidents requiring advanced troubleshooting. • Provide hands-on resolution support for infrastructure-level issues across servers, networking components, virtual environments, and collaboration platforms. • Mentor and guide support technicians by providing structured troubleshooting direction and technical knowledge sharing. • Review escalated cases to ensure technical accuracy, documentation completeness, and resolution quality prior to closure. • Participate in root cause analysis for recurring or high-impact incidents and recommend corrective actions. • Support and maintain server environments, directory services, backup systems, and virtual desktop infrastructure. • Provide advanced troubleshooting for firewall, switching, routing, VPN, and connectivity-related issues. • Support Microsoft 365 services and related collaboration platforms when escalated beyond standard support levels. • Ensure all escalated work is properly logged in PSA/RMM systems with detailed and justified technical documentation. • Maintain and improve technical SOPs, recovery procedures, and knowledge base articles. • Track time and effort accurately in accordance with service delivery processes. • Lead project tasks assigned by Service Delivery Leads/ Project Managers. • Lead proactive system health reviews and risk identification within client environments. • Communicate professionally with Vertilocity clientele during critical or high-impact incidents to maintain confidence and trust.

Skills and Attributes to Success: • Strong problem-solving and analytical skills with broad technical knowledge. • Demonstrated ability to mentor peers and elevate team technical standards. • Process-driven mindset aligned with service delivery standards. • Continuous learner with strong technical curiosity. • Proactive, High ownership, Accountability, and Attention to detail. • Ability to multitask and prioritize in a fast-paced 24x7 support environment. • Ability to work independently while also collaborating effectively within a team.

Qualifications and Experience: • Bachelor’s degree, diploma, or equivalent qualification in IT or a related field. • 6+ years of service delivery experience preferred. • Experience with Fortinet Firewalls/ Cisco/ SonicWALL will be considered first. • Experience in connecting Azure Services to environments (AD Sync, AD Premium, Office 365 Management)

Preferred Skills: • Professional IT certifications preferred (e.g., Microsoft MCSA, CCNA). • Datto and Fortinet certifications are a plus. • Experience supporting disaster recovery and backup solutions. • Exposure to global IT service delivery environments.

What We Look For: • Ability to operate as a senior technical escalation authority without formal managerial responsibility. • A mentoring mindset focused on strengthening overall team capability. • Strong accountability toward service quality and client satisfaction. • Professional presence that reinforces Vertilocity’s credibility with its clientele. • Reliable, disciplined, and process-oriented approach. • Commitment to continuous improvement and technical advancement.