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- Tasks: Provide IT support and troubleshooting for clients across multiple locations.
- Company: Proactive Technology Management is a dynamic tech company focused on excellent customer service.
- Benefits: Enjoy full medical benefits, 2 weeks paid vacation, and a 401(k) matching plan.
- Other info: Expect travel 1-2 weeks per month; hybrid work schedule available.
- Why this job: Join a fun, team-based environment with clear career growth and constant learning opportunities.
- Qualifications: 4+ years of IT support experience, especially in Office 365 and Windows Server.
The predicted salary is between 30000 - 42000 £ per year.
Proactive Technology Management is looking for an experienced IT professional in the Birmingham area to join our team. We\’re looking for a motivated, independent IT expert who feels confident communicating with a remote team of talented techs. If you like working in different client environments providing excellent customer service and technical support, this role could be for you! The ideal candidate has broad IT knowledge and high accountability that keeps them driven towards success and personal growth. We offer a fairly defined, upward path with money and responsibility. Ideally this person is comfortable working closely with a single client supporting multiple locations in Alabama, neighboring states, and other locations across the US.
Location:
We are looking for someone to work full time in the Birmingham area. Willingness to travel to multiple locations in neighboring states. Travel would vary; you can expect to travel via car 1-2 weeks out of the month. You can also expect one week of overnight travel per month (flight, hotel, etc.).
Proactive Technology Is Different:
- Monthly check-ins and annual path planning
- Defined path for career development and personal growth
- Fun, team-based approach
- Constantly learning new tech
- We are Nuts about IT
The Path:
Technician -> Integrator -> Engineer -> Consultant
Along the way, you may work remotely or on site with clients. Initially, you will not be assigned clients. As you grow into a senior technician role, you will have the opportunity to be assigned to and work directly with specific clients. This makes you a Primary. Moving along this path will put you in charge of larger clients, requiring more extensive knowledge of technology to help support our clients. Some techs may branch off along the way and become specialists in a specific area of IT like security, networking, or cloud.
Our Primaries are in charge of their clients from keyboard to cloud. They work with the decision makers to guide purchasing decisions, setup new equipment, and implement new services. This person must love helping people with technology and excellent communications skills are essential.
The Position:
We are hiring an experienced technician entering at the Integrator level. This person would work a hybrid schedule, with most troubleshooting being handled remotely with on-site visits as needed. 4+ years working at or above Tier 3-level support or in a specialist role is preferred.
Primary technicians work directly with our clients and other IT professionals – if you enjoy interfacing with multiple people on a daily basis and problem solving on the go, this role could be a great fit for you!
What to expect in your first 30 days:
Week 1 – Shadow and Learn
This is your initial introduction to our team, processes, and accounts. We make sure you understand our systems and how we use them, and help you acclimate to our company structure and what your daily schedule layout looks like. This week is a lot of shadowing and sitting in on larger projects and joining our call queue. You will start tracking your time on a regular basis in our ticketing system (ConnectWise Manage).
Week 2 – Shadow and Start Doing
After your initial introduction to the team, your shadowing will transition to more of an active role in troubleshooting and on-site projects. Your schedule could include handling a few remote troubleshooting tickets or calls and joining another tech for an on-site for the second half of the day. Ideally our new employees will have first-hand experience in client interactions, on-site projects, and remote troubleshooting by the end of Week 2.
Week 3 and Week 4 – Do and Observe
Approaching your first 30 days with Proactive, you should feel confident jumping in the call queue, taking tickets and hand-offs from other team members, joining techs for on-site visits, and tracking all of your time consistently. You will have a 30-day check-in to ensure you feel confident doing the above, tracking your hours, and have a solid understanding of what your job expectations are on your team.
Your billable hours target increases each week during the first month:
Week 1 = 0 hours (time is still tracked)
Week 2 = 12 hours
Week 3 = 20 hours
Week 4 = Your set target (26, 28, 30)
This is a fast-paced and dynamic position requiring a strong grasp of the fundamentals of Networking, Office 365, Windows Desktops, Windows Servers, Active Directory, and Security. Troubleshooting, implementation, and installation are of the key areas of knowledge to be successful in this position.
Must Have:
- Office 365 and Windows Server experience
- Firewall troubleshooting experience (Sophos, Cisco, Sonicwall, Watchguard)
- Network Setup (installing AP\’s, switches, and firewalls)
- Knowledge of virtualization and networking
- Above and beyond customer service
Good To Have:
- Bachelor\’s degree
- IT-related certifications
- Medical IT Experience
- MSP Experience
- EHR Experience
Responsibilities:
- Setting Up Customer Networks (cloud to keyboard)
- Windows Server Installation
- Configuration Maintenance
- Ongoing Support (access points, firewalls, and switches)
- Remote troubleshooting of client, as well as on-site when required
- Monday – Friday schedule
- One Saturday per month for the first 18 months
- Full Medical Benefits
- 2 Weeks Paid Vacation
- Full Time
- Dental & vision insurance
- 401(k) matching
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IT Support Technician employer: Proactive Technology Management
Contact Detail:
Proactive Technology Management Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Support Technician
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as Office 365, Windows Server, and firewall troubleshooting. Having hands-on experience or relevant projects to discuss can really set you apart during interviews.
✨Tip Number 2
Since this role involves working closely with clients, practice your communication skills. Be prepared to demonstrate how you've effectively communicated technical information to non-technical users in past roles.
✨Tip Number 3
Research Proactive Technology Management and understand their approach to IT support. Being able to articulate why you want to work for them and how you align with their values will show your genuine interest in the position.
✨Tip Number 4
Prepare for questions about your problem-solving abilities. Think of specific examples where you've successfully troubleshot issues or implemented solutions in a fast-paced environment, as this is crucial for the role.
We think you need these skills to ace IT Support Technician
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support, especially any roles that involved customer service and troubleshooting. Emphasise your familiarity with Office 365, Windows Servers, and network setup.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention specific experiences that demonstrate your ability to work independently and communicate effectively with remote teams.
Showcase Technical Skills: List your technical skills clearly, focusing on those mentioned in the job description such as firewall troubleshooting and knowledge of virtualization. Use bullet points for clarity.
Highlight Customer Service Experience: Since excellent customer service is crucial for this role, include examples of how you've successfully assisted clients in previous positions. This could be through direct support or by resolving technical issues efficiently.
How to prepare for a job interview at Proactive Technology Management
✨Showcase Your Technical Skills
Make sure to highlight your experience with Office 365, Windows Servers, and firewall troubleshooting during the interview. Be prepared to discuss specific scenarios where you've successfully resolved technical issues, as this will demonstrate your capability to handle the responsibilities of the role.
✨Emphasise Customer Service Experience
Since the role involves providing excellent customer service, share examples of how you've gone above and beyond for clients in previous positions. This could include resolving complex issues or ensuring client satisfaction, which is crucial for a position that requires interfacing with multiple people daily.
✨Demonstrate Adaptability
Given the dynamic nature of the job, it's important to show that you can adapt to different client environments and work under pressure. Discuss any experiences where you've had to quickly learn new technologies or adjust to changing circumstances, especially in a remote or hybrid setting.
✨Prepare Questions About Career Development
Proactive Technology Management values personal growth and career development. Prepare thoughtful questions about the defined path for advancement within the company, as this shows your interest in long-term commitment and growth, aligning with their focus on nurturing talent.