Support Specialist

Description

Welcome to ATB Technologies, where innovation meets exceptional customer service! We are an award-winning Managed Service Provider (MSP) in St. Louis, fueled by the passion of our team and client referrals. Crafting personalized IT solutions is our forte, and we're on the lookout for talented individuals to join our crew. At ATB Technologies, it's not just about upgrading businesses with better IT and providing top-tier customer service, it's about creating a workplace for your success.

Job Overview

As a Support Specialist at ATB Technologies, you will play a critical role in ensuring the seamless resolution of technical issues and addressing customer concerns. This role is best suited for individuals who are ready to operate beyond entry-level work and take ownership of more complex technical challenges.

In this position, you will be responsible for diagnosing and resolving issues across a variety of client environments, with a strong focus on Microsoft 365, Entra ID (Azure AD), and network-related systems. You will be expected to independently troubleshoot and resolve the majority of issues, while exercising sound judgment on when escalation is appropriate.

As a client-facing member of the team, your ability to communicate clearly and professionally is critical. You will work directly with end users and stakeholders to understand issues, provide solutions, and maintain a high standard of service delivery.

Additionally, you will contribute to improving internal processes, collaborating with team members, and sharing knowledge across the organization. As ATB Technologies continues to evolve its service delivery model, there will be increasing opportunities to identify and implement automation solutions for repetitive support tasks, helping to improve efficiency and scale while enabling the team to focus on more complex technical work. ATB Technologies provides exposure to a wide range of technologies and environments, offering a unique opportunity to continue developing your technical skillset.

An ideal candidate has a passion for technology, a strong troubleshooting mindset, and the ability to take ownership of issues from start to finish—particularly in dynamic, client-facing environments such as MSP or IT consulting.

Requirements

• Provide high-quality technical support for issues related to computer systems, software, and hardware across client environments.
• Own technical issues end-to-end, from initial diagnosis through resolution.
• Troubleshoot and resolve issues related to Microsoft 365 and Entra ID (Azure AD), including administrative and configuration tasks.
• Hands-on experience supporting and troubleshooting Windows Server environments, including Active Directory, user/group management, and core infrastructure services.
• Monitor, diagnose, and resolve issues across systems, including networking equipment, desktops, servers, VPNs, and related infrastructure.
• Perform network troubleshooting and implement enhancements to secure connectivity and network security controls as appropriate.
• Demonstrate a willingness to identify and implement automation opportunities to streamline repetitive tasks and improve service delivery efficiency.
• Take initiative to analyze issues, determine root causes, and implement effective solutions with minimal reliance on escalation.
• Provide timely follow-up, maintain clear communication, and ensure complete and accurate documentation of issues and resolutions.
• Escalate issues when appropriate, while maintaining ownership and visibility through to resolution.

Qualifications

• 3+ years of experience in IT support, preferably within an MSP or IT consulting environment.
• Technical proficiency across Windows environments, Microsoft 365, and Entra ID (Azure AD).
• Practical experience troubleshooting network connectivity issues, with a solid foundation in networking concepts.
• Experience supporting and troubleshooting VPN connections.
• Exposure to firewall configuration and changes is a plus.
• Strong problem-solving skills with the ability to troubleshoot beyond surface-level issues and drive resolution.
• Exceptional communication skills, with the ability to confidently interact with both technical and non-technical users.

What ATB Technologies brings to the table

• Competitive compensation, with full employee benefits package.
• An award-winning collaborative, flexible, innovative, and supportive culture – INC 5000 Award Winner, STL Best Places to Work, INC Best Places to Work, MSP 500 Awards.
• Unlimited Vacation Policy, Matching 401k, 8 Paid Holidays.
• Company-paid lunch offered three days per week.
• Employer Paid Employee Health/Dental/Vision Benefits.