Senior Technical Support Consultant - LeafTech Consulting LLC

Position Description

A Senior Technical Support Consultant will provide high-level technical support and systems analysis to identify, prevent, and resolve service interruptions for client networks and systems. Local in-state travel is expected and required for this position. Minimal out-of-state travel is required. 

Essential Job Functions

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. 

• Configures network hardware, including firewalls, switches, and access points according to client specifications. 

• Configures VoIP hardware and software, including PBX appliances, desk sets, call flows, and IVRs. 

• Troubleshoots network-related issues to ensure timely resolution and client connectivity. 

• Troubleshoots VoIP issues to ensure timely resolution and client communicability. 

• Assists in circuit installation and testing. 

• Provides technical expertise, leadership, and project coordination services to support and maintain the continuity of the organization’s computer systems and networks. 

• Researches, identifies, and recommends software and applications that will improve the stability of systems and networks. 

• Researches, identifies, and recommends new hardware, software, and applications to support current and/or future complex management information systems (MIS) needs. 

• Recommends and implements policies and practices to maximize resource utilization. 

• Maintains knowledge of developments, trends, and best practices in technology and business networks. 

• Troubleshoots computer equipment and analyzes user requests or requirements to understand and fix complex computer issues. 

• Installs or assists in installing hardware and peripheral components such as monitors, keyboards, printers, and disk drives on the user premises. 

• Loads software packages such as operating systems, Microsoft 365, antivirus, or remote monitoring programs onto computers as specified by user standards and requirements.  

• Maintains all documentation by updating relevant changes, documenting all new implementations or processes, and creating walkthroughs to aid other team members.  

• Enters commands and observes system functions to verify correct system operation.  

• Responds to user inquiries concerning systems operation and diagnoses system hardware, software, and operator problems.  

• Instructs and trains clients and users in the use of equipment, software, and applications.  

• Recommends or performs remedial actions to correct problems.  

• Coordinates activities and project tasks with the Dispatch Department, the Technical Service Department, and Management. 

• Provides updates, status, and completion information to manager, problem request tracking system, and/or users, via voice mail, e-mail, or in-person communication. 

• Escalates critical issues to the appropriate department or resource and serves as an escalation resource for Level I and Level II Technical Support Consultants. 

• Assists with internal tickets and projects related to improving documentation for internal systems and external users and clients.   

• Assist clients with after-hours support requests by working a rotating schedule of evening, weekend, and Holiday technical support.  

• Replaces defective or inadequate software packages. 

This is not an exhaustive list of all duties, responsibilities, or qualifications associated with this position. The incumbent may perform other duties as assigned. 

Additional Duties & Responsibilities

• Senior Consultants are expected to maintain an average of six billable hours per day.  

• Entering time into the timekeeping system on schedule and appropriately.  

• Participation in company projects, meetings, and objectives.  

• Traveling to user sites within the US and Canada to assist with projects and meet user needs.  

Supervisory Responsibilities

• This position has no supervisory responsibilities but does serve as a primary technical escalation resource for Level I and Level II Technical Support Consultants. 

Demonstrated Competencies

• Critical Thinking – Synthesizes complex or diverse information; collects and researches data; uses intuition and experience to complement data; understands workflows and procedures.  

• Job Knowledge – Competent in required job skills and knowledge; exhibits the ability to learn and apply new skills; keeps abreast of current developments; requires minimal supervision; displays understanding of how job relates to others; uses resources effectively.  

• Project Management – Develops project plans; coordinates projects; communicates changes and progress; completes projects on time and budget; manages project team activities. 

• Teamwork – Balances team and individual responsibilities; exhibits objectivity and openness to others’ views; gives and welcomes feedback; Contributes to building a positive team spirit; puts success of team above own interests; Able to build morale and group commitments to goals and objectives; supports everyone’s efforts to succeed.  

• Quality – Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality.  

Education / Experience / Certification Requirements 

• Experience building and maintaining firewalls. 

• Experience building or maintaining VoIP systems. 

• Demonstrated knowledge of VoIP networking, including packet capture and analysis and familiarity with common VoIP protocols such as RTP and SIP.

• Demonstrated knowledge of computing systems, including hardware, software, and operating system configuration and troubleshooting.

• Demonstrated knowledge of IPv4 networking, including packet capture and analysis, public and private networks, DNS, DHCP, and common protocols.

• High School Diploma or equivalent is required. 

• Five Years or more of IT or related experience. 

• Experience working in the professional services industry. 

Preferred Qualifications 

• Experience with Fortinet firewalls, switches, and wireless access points. 

• Related certifications or education is preferred. 

• Experience working in organizations of 25 – 50 employees. 

Work Environment and Physical Activities 

• Professional office setting.

• Minimal travel.

• Frequent keyboarding and phone support.

• Lifting up to 50 pounds.

• Must be willing to join an on-call rotation. 

LeafTech Consulting is an Equal Opportunity Employer 

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