Senior IT Support Technician

Tower 23 IT is a two-decade-old company focused on supporting businesses against cyber threats and IT challenges, aiming to help clients grow and transform through technology. The company values client-first attitudes, clear communication, accountability, and continuous learning among its team members.

This position is based in Carlsbad/Encinitas, CA. and applicants must live within that area. Candidates outside of that area will not be considered.

• Company mission and client focus: Tower 23 IT specializes in managed IT, cybersecurity, and compliance services primarily for professional service firms such as medical, legal, and financial businesses with 10 to 100 employees.
• Work culture and expectations: Employees are expected to prioritize client satisfaction, work urgently and accountably, and pursue excellence and knowledge. Success involves managing client expectations, identifying process issues, and supporting about 150 end users by closing 10 to 12 tickets daily with an average resolution time of 30 minutes.
• Leadership and development: The company operates under the Entrepreneurial Operating System (EOS), ensuring leaders provide clear direction, appropriate tools, effective communication, and regular one-on-one meetings. Team members receive training and recognition based on performance metrics.

• Role and responsibilities overview: The technician provides technical support via phone, email, and onsite visits, addressing issues such as forgotten passwords, viruses, and email problems, aiming for customer satisfaction and quick resolution times. Responsibilities include maintaining client network knowledge, updating configuration records, troubleshooting hardware and software, resolving LAN/WAN issues, training users, and ensuring client satisfaction.
• Qualifications and skills required: Candidates should have at least seven years of experience in network and IT systems troubleshooting, proficiency with Microsoft server and desktop operating systems (Server 2022+ and Windows 11), Microsoft 365, networking, and security. Certifications such as Microsoft Server and Workstation, Microsoft 365, A+, and Net+ are required. Strong communication, problem-solving, business ethics, teamwork, and analytical skills are emphasized.
• Work conditions and reporting: The position is full-time, hourly, with a schedule from 8 am to 5 pm Monday through Friday, requiring about 10% travel and occasional off-business hours work. The technician reports to the IT Services Manager and supervises no positions.