Job description

About Us: Safe Network Solutions is a managed service provider based in Nashville, TN, with over eighteen years of experience helping small to medium businesses achieve more from technology with less frustration. We pride ourselves on getting to the root of every problem, finding ideal solutions, and making every partner grateful to be working with us. We are seeking a dedicated team member for a unique role supporting one of our key partners, headquartered in the Nashville area, with significant growth through acquisitions. Role Overview: This is a dedicated technician role primarily supporting a specific partner, backed by the full resources of the Safe Network Solutions service team. You will be the primary point of contact for this partner's IT needs, including their expanding network of locations acquired across multiple states. This role is crucial to the successful integration and ongoing support of these acquisitions. It is primarily based out of their Nashville office but will require frequent travel to new acquisition and sister company locations. Duties: • Serve as the dedicated IT support specialist for a key SNS partner, handling a wide range of technical requests and issues both remotely and frequently onsite at various partner locations. • Travel extensively and frequently (potentially weekly, often requiring multi-day/overnight stays) to support existing and newly acquired partner locations, primarily in Georgia, Florida, Texas, and the Carolinas. Travel may involve driving or flying and could sometimes be required on short notice (e.g., within the week) to address urgent needs. • Develop deep knowledge of the partner’s hardware, network, software, and business operations across all locations. • Provide end-user support via phone, chat, email, and in-person during site visits. • Manage service tickets, track issues through resolution, and maintain clear communication with the partner and SNS team. • Install, configure, and maintain new hardware (desktops, laptops, peripherals, network equipment). • Maintain accurate equipment information and documentation within our systems (CMMS/PSA). • Perform network diagnostics, troubleshooting, and administration (firewall, switch, wireless). • Manage relationships and coordinate support with technical vendors on behalf of the partner. • Embrace a hands-on, "get hands dirty" approach, willing to tackle any necessary task, from complex system troubleshooting to basic setup and support, ensuring smooth operations and taking initiative to support the partner's team. • Demonstrate exceptional flexibility and adaptability, adjusting to changing priorities, extending travel if needed to complete critical tasks, and handling urgent situations effectively. • Support the IT onboarding and integration process for new acquisitions. Required Skills & Attributes: • Soft Skills: • Excellent communication skills: Ability to understand and explain complex ideas simply. • Strong listening and empathy skills to understand user needs and goals. • Analytical mindset: Ability to gather information and reach logical conclusions. • Effective prioritization skills to maximize partner satisfaction and address critical issues. • Ability to give and receive constructive feedback professionally. • Proven ability to build trust with clients and team members through consistent results. • Business-minded approach to technical support and partner engagement. • High degree of flexibility, adaptability, and resilience in dynamic environments. • Strong sense of commitment, reliability, and willingness to go the extra mile. • Proactive and solution-oriented mindset. • Technical Skills: • Proficiency in end-user support (Windows/Mac OS). • Experience with ticket management systems and issue tracking. • Hardware installation, maintenance, and troubleshooting. • Managed Networking: Firewall, switch, and wireless access point administration (experience with Cisco Meraki and/or Ubiquiti Networks preferred). • Microsoft 365 and Azure Active Directory administration. • Experience supporting standard office productivity software. • Basic understanding of phone systems (VoIP). • Network diagnostic and troubleshooting methodologies. Reporting Structure: • SNS Manager: Service Manager • Partner Contact: CFO Environment: Join a close-knit team that enjoys working hard and having fun. This position includes on-call availability specifically for the supported partner (with backup from the wider SNS team). Job Types: Full-time, Permanent Pay: $50,000.00 - $70,000.00 per year Benefits: • 401(k) • 401(k) matching • Dental insurance • Health insurance • Life insurance • Paid time off • Parental leave • Professional development assistance • Relocation assistance • Retirement plan • Vision insurance Schedule: • 8 hour shift • On call Experience: • Customer Computer Support: 5 years (Required) Ability to Commute: • Nashville, TN 37210 (Required) Ability to Relocate: • Nashville, TN 37210: Relocate with an employer provided relocation package (Required) Willingness to travel: • 50% (Required) Work Location: In person

Requirements