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Lead client discovery, assess IT infrastructure and workflows, design managed services solutions, develop technical proposals, and coordinate handoffs with Sales, Projects, and Support teams. The role requires translating business needs into scalable cloud, networking, cybersecurity, and managed IT solutions while educating internal teams and maintaining current technology knowledge.

Provide escalated remote and onsite IT support across multiple client environments. Troubleshoot Windows, macOS, networking, servers, cloud services, and Datto/backup systems. Configure and maintain Windows Server and Hyper-V, SonicWall firewalls, switches, access points, Microsoft 365/Intune, and on-prem SharePoint. Mentor Level I technicians, document work in Autotask, and maintain client-facing communication and process documentation.

Provide escalated remote and onsite technical support across multiple client environments. Troubleshoot Windows, macOS, Microsoft 365, servers, networking, Hyper-V, SonicWall, and Datto solutions. Administer Windows Server environments, assist with networking and security, mentor Level I technicians, document work in Autotask, and maintain up-to-date client documentation and communication.

Provide escalated remote and onsite IT support across multiple client environments: troubleshoot Windows/macOS, servers, networking and cloud services; administer Windows Server and Hyper-V; deploy SonicWall and Datto solutions; mentor Level I technicians; document tickets and procedures in Autotask; ensure professional client communication and maintain system documentation.

Provide escalated remote and onsite IT support across multiple client environments: troubleshoot OS, server, network, firewall, Microsoft 365/Intune/Azure issues; administer Windows Server and Hyper-V; deploy and maintain Datto and SonicWall solutions; mentor Level I technicians; document work in Autotask and maintain client documentation.

Provide Level 2 escalated desktop and server support, handle break/fix and application installs, perform server, networking and security tasks (Hyper‑V, SonicWall, Datto), document work in the ticketing system, provide onsite client support and mentorship to Level 1 technicians, and maintain technical documentation.

Serve as primary client contact for a portfolio, drive retention and account growth, monitor account health, coordinate cross-functional teams, maintain documentation, and conduct virtual/onsite client visits to resolve issues and improve service delivery.