JMARK is a leading provider of managed IT services, cybersecurity solutions, cloud technologies, and strategic IT consulting. Founded on the principle of People First. Technology Second., JMARK partners with businesses to transform technology into a true driver of growth, resilience, and competitive advantage.

With a focus on proactive strategies, exceptional customer experience, and business value, JMARK helps organizations reduce risks, increase efficiency, and plan for the future. Our team combines technical expertise with a people-centric approach, ensuring that every solution aligns with client goals, culture, and long-term success.

At the heart of JMARK’s philosophy are our core values:

• Honesty – honoring commitments and building trust
• Passion – loving what we do and where we do it
• Teamwork – working together to prevent problems and create solutions
• Excellence – exceeding expectations through initiative and follow-through
• Accountability – doing what we say we will do
• Fun – celebrating success and enjoying the journey

For more than three decades, JMARK has served as a trusted IT partner across industries, helping businesses thrive with secure, reliable, and future-ready technology solutions.

Job Summary:

Provide onsite and remote support to our clients who have critical response time requirements for their business technology systems. You will work independently and as part of a service team to do the following: answer service desk calls, urgently analyze technical issues, troubleshoot over the phone/ onsite/via remote access, address Level 1 escalations, work with Project Manager or TAC resource on team related projects/tasks, and escalate problems to Level 3 support when appropriate. You will successfully demonstrate the skills required to secure and manage network infrastructures to protect productivity, mitigate threats, reduce costs, and insure network stability. Provide operational security services in support of the customer infrastructure and be involved in one or more of the following areas: firewall administration and support, proxy server administration and support, VPN administration and issue resolution. This could include network administration, configuration, etc.…You will be responsible for a healthy queue and overall board management. Assist with scheduling cases or on sites as needed. Help identify systemic proactive problems, solve them or escalate to Level 3. You will review client networks and tickets to point out problematic issues that require a solution. You also will perform service and preventative maintenance activities on products, and assist in installations and deliveries. You will assist in supporting a variety of networks and end-user environments with executives, business owners, managers, and end users. You must demonstrate superior communication skills to respond to diverse clients with urgent needs while recognizing most are looking for solutions, not technical explanations. You must have a willingness to provide courteous, personal service to end users regardless of technical ability or company title. Other projects/tasks may be assigned. Primary Expectations: Achieve 100% of: personal, team, and department goals. Achieve 93% or greater average of customer satisfaction scores. Continually learn, grow, and achieve more certifications and knowledge to become more efficient in servicing clients. Achieve other priorities as set by management.

Duties and Responsibilities:

This position is responsible for the following:

Technical:

• Identify, document, and troubleshoot users computing issues to resolution while maintaining superior customer satisfaction.
• Effectively communicate the scope of work for all hourly clients.
• Assess and reflect accurate billing options based on client contracts.
• Maintain and optimize the health and efficiency of team boards and client systems.
• Manage, maintain, troubleshoot, and support our clients' network infrastructure.
• Utilize service-specific tools and technologies (i.e. ConnectWise) to deliver onsite and remote user support services.
• Update Professional Services Automation (PSA) software i.e. ConnectWise with accurate documentation of all activities conducted.
• Utilize network related tools such as GMS, SSH, Cisco ADSM, LogRhythm, and Wireshark.
• Update Professional Services Automation (PSA) software i.e. ConnectWise with accurate documentation of all activities conducted and review documentation of tickets submitted by Level 1.
• Utilize network related tools such as GMS, SSH, Cisco ADSM, LogRhythm, and Wireshark.
• Deploy and troubleshoot Call Manager, Call Manager Express, Cisco Telepresence, and Cisco Unity.
• Managed Network Intrusion Prevention Systems.
• Serve in the on-call rotation as assigned.

General:

• Develop and maintain relationships with clients that further enhance JMARK's positive reputation through exceptional customer service.
• Assist account management in providing effective solutions for our clients.
• Maintain a professional and clean appearance.

Professional Development:

• Participate in ongoing training and attainment of various manufacturer and software certifications.
• Keep current on industry trends and report findings to team members that directly impact the quality and profitability of JMARK.
• Develop personal skills to work efficiently both individually and as a member of the Service Department.
• Identify and mentor team members on areas of expertise.
• Participate in company-sponsored position related activities.

Qualifications

• Twenty-four to Thirty-six months of network experience working in the same or similar type of position and/or apprentice program, or the ability to prove technical competence
• Experience as part of a Microsoft Partner organization
• Experience working for a managed services organization
• Advanced server support skills and understanding of Windows 2012-2019
• Secure administrative access on network devices
• Implement and troubleshoot firewall, switch, wireless access points; configure, monitor, and troubleshoot network devices
• Ability to effectively utilize network monitoring software
• Advanced experience in configuring and implementing VLAN, VTP, LAN switching, STP and
• 802.x authentication in access layer switches
• Advanced knowledge and experience in routing protocol configurations
• Advanced knowledge of wireless technologies
• Physical cabling, IP addressing, subnetting, multicasting, and CIDR
• Knowledge and experience in WAN technologies including E1, E3, T1, ISDN/PRI, HDLC, Point to Point, PSTN, and DSL
• Advanced understanding of IPv4 and IPv6 protocols
• Configure and monitor Cisco intrusion prevention systems
• Develop Cisco ASA VPN features to reduce risk to IT infrastructure
• Security software such as Anti-virus(Trend), Anti-SPAM, Anti-Spyware, and other security related technologies
• Able to work independently and as part of a team
• Prepared to travel as required
• Exceptional written and oral communication skills
• Self-Motivated
• Intrinsic desire to make a difference in the lives of fellow coworkers
• Should enjoy learning new things
• Valid driver’s license and proof of vehicle insurance. Reliable and suitable transportation (such as a car, SUV, pickup or minivan) that can be used as required to perform duties. Motorcycles are not acceptable.