Senior Information Technology Technician

Company Description

Forward Systems – Managed IT supports small and midsize businesses by delivering enterprise-level IT tools and services tailored to their needs. Recognizing that technology is central to how organizations provide products and services, Forward Systems helps clients use IT more effectively so they can focus on their core business. The company provides a comprehensive managed IT offering designed to improve reliability, security, and scalability for growing organizations. Forward Systems is a partner of the Greater North Fulton Chamber, reflecting strong ties to the regional business community. Team members contribute to helping clients modernize their IT environments and achieve long-term success.

Role Description

The Senior Information Technology Technician is a full-time, on-site role based in Alpharetta, GA. This role is responsible for providing advanced technical support to small and midsize business clients, including diagnosing and resolving hardware, software, and network issues. Daily activities include managing service tickets, performing system maintenance, monitoring infrastructure health, and escalating complex issues when necessary. The technician will install, configure, and upgrade workstations, servers, and other IT components while adhering to security and compliance standards. The role also involves working directly with end users to deliver high-quality customer service, documenting solutions, and providing training and guidance to clients and junior team members.

Qualifications

• 5+ years of hands-on IT support experience, including at least 2 years at Tier 2 or above.
• Strong working knowledge of Windows 10/11, macOS, Microsoft 365, Active Directory and Entra ID.
• Experience with MDM/endpoint management (Intune, Jamf or similar) and patch management.
• Solid networking fundamentals: TCP/IP, VLANs, DNS, DHCP, VPN, firewalls and wireless.
• Familiarity with virtualization (Hyper-V or VMware) and backup/recovery tools.
• Working knowledge of security best practices: MFA, endpoint protection, least privilege.
• Hands-on Technical Support experience, including ticket management, remote support, and on-site remediation.
• Proven Customer Service capabilities, with clear communication, empathy, and a focus on timely, effective resolutions.
• Experience in managed service provider (MSP) or multi-client environments is highly beneficial.
• Deliver Training and knowledge transfer to end users and mentor junior technicians and write clear technical documentation.
• Capacity to work on-site in Alpharetta, GA, prioritize tasks, and adapt in a fast-paced, client-focused environment.