Hybrid Local to NYC (ability to travel onsite to client locations as needed)

Salary

$70k-$80k

Department

Service Delivery

Reports To

Service Manager

About the Company

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, communicative client service, a collaborative team culture, and a modern, non-tiered support model where team members are trusted to own problems end-to-end.

Were looking for an IT Support Specialist who leads with outstanding customer service, thinks critically and holistically about systems, and deeply enjoys diagnosing and solving complex, technical problems while building strong, professional client relationships.

The Role

As an IT Support Specialist, youll be a primary, client-facing point of contact, responsible for expertly resolving advanced technical issues, driving long-term and systemic fixes, and continuously improving how support is delivered. This is not a call-center or ticket-churn roleit is a role for an engineer who excels at both technical mastery and client relationship management.

Youll work across multiple client environments, communicate proactively and clearly with stakeholders, and take complete ownership from initial request through resolution and follow-up. Success in this role requires both advanced troubleshooting capability and excellent customer-facing judgment and empathy.

What Youll Do

• Serve as a trusted, client-facing technical authority for escalated and complex support needs, managing both the technical solution and the client's experience.
• Expertly diagnose and resolve difficult, non-routine issues across Windows, macOS, Linux, Microsoft 365, Google Workspace, and mixed cloud/on-prem environments.
• Own issues end-to-end including in-depth investigation, root cause resolution, meticulous documentation, and consistent client communication.
• Provide advanced support for networking components such as firewalls, switches, VPNs, VLANs, DNS/DHCP, Wi-Fi, and routing, including complex troubleshooting and configuration.
• Partner with teammates in a non-tiered support structure that values cross-functional 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 Youll Work With

Experience with all tools is not required. Exposure to several is strongly preferred.

• Cloud & Productivity
  • Microsoft 365, Azure AD, Intune
  • Google Workspace
• Systems
  • Windows Server, Active Directory, Group Policy
  • macOS with MDM solutions such as Jamf
• Networking & Security
  • Meraki, UnifiSonicWall
  • VLANs, VPNs, Wi-Fi administration
  • Endpoint security and EDR tools
• MSP Tooling
  • RMM platforms such as NinjaOne
  • PSA tools including HaloPSA
  • Backup platforms like Datto or Acronis

What Were Looking For

• 25+ years of demonstrable experience in an MSP or fast-paced, multi-client, multi-site IT support environment.
• Exceptional troubleshooting skills across systems, networking, cloud services, and security fundamentals. You must be able to diagnose problems beyond level 2 support.
• Proven, customer-first mindset with outstanding interpersonal skills and the ability to communicate complex technical concepts clearly and calmly to non-technical users and C-level stakeholders.
• High level of comfort diagnosing unfamiliar technologies through logic, research, and experimentation, not just rote knowledge.
• High ownership mentality you dont pass problems along, you solve them and manage the client relationship through the entire process.
• 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.

Why Youll Love Working Here

• Elite Support Culture: Technical excellence paired with deep, consultative client relationships.
• Non-tiered Team Structure: Autonomy to solve problems end-to-end, accountability, and direct control over the client's positive outcome.
• Variety and Growth: Exposure to diverse environments that rapidly build expert-level troubleshooting skills.
• Impact-Driven Work: Your ideas for efficiency, automation, and improvement are encouraged and implemented.
• Supportive Culture: Curious, collaborative teammates who value quality work, mutual respect, and strong communication.