ADDA
Senior IT Support Specialist
ADDA
1 day ago; Be among the first 25 applicants
Hybrid – Local to NYC (ability to travel onsite to client locations as needed)
Salary Range: $65,000–$80,000
Department: Service Desk
Reports To: Service Desk Manager
ADDA is partnering with a fast‑growing, high‑performing IT Managed Service Provider (MSP) serving clients across diverse industries. The organization is known for exceptional client service, a collaborative team culture, and a modern, non‑tiered support model where team members are trusted to own problems end‑to‑end.
We’re looking for a Senior IT Support Specialist who leads with customer service, thinks holistically about systems, and enjoys solving complex problems while building strong client relationships.
The role: As a Senior IT Support Specialist, you’ll be a primary point of contact for clients, responsible for resolving advanced technical issues, driving long‑term fixes, and improving how support is delivered. This is not a call‑center or ticket‑churn role.
You’ll work across multiple client environments, communicate directly with stakeholders, and take ownership from initial request through resolution and follow‑up. Success in this role requires both strong technical capability and excellent customer‑facing judgment.
What You’ll Do
Serve as a trusted, client‑facing technical resource for escalated and complex support needs.
Diagnose and resolve issues across Windows, macOS, Linux, Microsoft 365, Google Workspace, and mixed cloud/on‑prem environments.
Own issues end‑to‑end, including investigation, resolution, documentation, and client communication.
Support networking components such as firewalls, switches, VPNs, VLANs, DNS/DHCP, Wi‑Fi, and routing.
Partner with teammates in a non‑tiered support structure that values collaboration and shared ownership.
Participate in client projects including migrations, deployments, security initiatives, and system upgrades.
Identify recurring issues and recommend automation, tooling improvements, or process changes.
Maintain clear, accurate documentation and contribute to internal knowledge resources.
Provide onsite support to NYC‑area clients as needed.
Technology You’ll Work With Google Workspace
Google Workspace
System
Windows Server, Active Directory, Group Policy
macOS with MDM solutions such as Jamf or Mosyle
Networking & Security
Meraki, Fortinet, SonicWall
VLANs, VPNs, Wi‑Fi administration
Endpoint security and EDR tools
MSP Tooling
RMM platforms such as NinjaOne or Datto RMM
MPSA tools including ConnectWise or Autotask
Backup platforms like Datto or Veeam
Qualifications
2–5+ years of experience in an MSP or fast‑paced, multi‑client IT support environment.
Strong troubleshooting skills across systems, networking, cloud services, and security fundamentals.
Customer‑first mindset with the ability to communicate clearly and calmly with non‑technical users.
Comfort diagnosing unfamiliar technologies through logic, research, and experiment.
High ownership mentality—you don’t pass problems along; you solve them.
Proactive approach to improving processes, documentation, and tooling.
Desire to keep learning and expanding technical depth.
Certifications (Microsoft, Cisco, CompTIA, etc.) are a plus but not required.
Benefits
Customer‑focused support culture : Technical excellence paired with real client relationships.
Non‑tiered team structure : Ownership, autonomy, and accountability without a rigid escalation path.
Variety and growth : Exposure to diverse environments that rapidly build skill.
Impact‑driven work : Your ideas for efficiency, automation, and improvement are encouraged and implemented.
Supportive culture : Curious, collaborative teammates who value quality work and mutual respect.
Seniority Level Not Applicable
Employment Type Full‑time
Job Function Information Technology
Industries IT Services and IT Consulting
Referrals increase your chances of interviewing at ADDA by 2x.
#J-18808-Ljbffr
1 day ago; Be among the first 25 applicants
Hybrid – Local to NYC (ability to travel onsite to client locations as needed)
Salary Range: $65,000–$80,000
Department: Service Desk
Reports To: Service Desk Manager
ADDA is partnering with a fast‑growing, high‑performing IT Managed Service Provider (MSP) serving clients across diverse industries. The organization is known for exceptional client service, a collaborative team culture, and a modern, non‑tiered support model where team members are trusted to own problems end‑to‑end.
We’re looking for a Senior IT Support Specialist who leads with customer service, thinks holistically about systems, and enjoys solving complex problems while building strong client relationships.
The role: As a Senior IT Support Specialist, you’ll be a primary point of contact for clients, responsible for resolving advanced technical issues, driving long‑term fixes, and improving how support is delivered. This is not a call‑center or ticket‑churn role.
You’ll work across multiple client environments, communicate directly with stakeholders, and take ownership from initial request through resolution and follow‑up. Success in this role requires both strong technical capability and excellent customer‑facing judgment.
What You’ll Do
Serve as a trusted, client‑facing technical resource for escalated and complex support needs.
Diagnose and resolve issues across Windows, macOS, Linux, Microsoft 365, Google Workspace, and mixed cloud/on‑prem environments.
Own issues end‑to‑end, including investigation, resolution, documentation, and client communication.
Support networking components such as firewalls, switches, VPNs, VLANs, DNS/DHCP, Wi‑Fi, and routing.
Partner with teammates in a non‑tiered support structure that values collaboration and shared ownership.
Participate in client projects including migrations, deployments, security initiatives, and system upgrades.
Identify recurring issues and recommend automation, tooling improvements, or process changes.
Maintain clear, accurate documentation and contribute to internal knowledge resources.
Provide onsite support to NYC‑area clients as needed.
Technology You’ll Work With Google Workspace
Google Workspace
System
Windows Server, Active Directory, Group Policy
macOS with MDM solutions such as Jamf or Mosyle
Networking & Security
Meraki, Fortinet, SonicWall
VLANs, VPNs, Wi‑Fi administration
Endpoint security and EDR tools
MSP Tooling
RMM platforms such as NinjaOne or Datto RMM
MPSA tools including ConnectWise or Autotask
Backup platforms like Datto or Veeam
Qualifications
2–5+ years of experience in an MSP or fast‑paced, multi‑client IT support environment.
Strong troubleshooting skills across systems, networking, cloud services, and security fundamentals.
Customer‑first mindset with the ability to communicate clearly and calmly with non‑technical users.
Comfort diagnosing unfamiliar technologies through logic, research, and experiment.
High ownership mentality—you don’t pass problems along; you solve them.
Proactive approach to improving processes, documentation, and tooling.
Desire to keep learning and expanding technical depth.
Certifications (Microsoft, Cisco, CompTIA, etc.) are a plus but not required.
Benefits
Customer‑focused support culture : Technical excellence paired with real client relationships.
Non‑tiered team structure : Ownership, autonomy, and accountability without a rigid escalation path.
Variety and growth : Exposure to diverse environments that rapidly build skill.
Impact‑driven work : Your ideas for efficiency, automation, and improvement are encouraged and implemented.
Supportive culture : Curious, collaborative teammates who value quality work and mutual respect.
Seniority Level Not Applicable
Employment Type Full‑time
Job Function Information Technology
Industries IT Services and IT Consulting
Referrals increase your chances of interviewing at ADDA by 2x.
#J-18808-Ljbffr