Senior Service Technician

About Divergys

At Divergys, we don’t just keep systems running. We become the trusted IT backbone our clients build their businesses on. We’re a Managed Services Provider that pairs disciplined process with real technical depth, and we invest in technicians who want to grow their craft rather than just close tickets. If you’ve worked in an MSP and know the difference a well-run service board makes, you’ll feel at home here.

The Role

We’re hiring a Senior Service Technician to be the go-to escalation point for our Managed Services team. When a ticket stumps the team, it lands on your desk. You’ll own the hard problems across Microsoft 365, servers, networks, and security, and you’ll make sure they stay solved. You’ll also lead projects and client onboardings, help our sales team scope new work, and mentor technicians so the whole team gets sharper.

We’ll be straight with you about what this job involves. You’ll carry a dispatched daily schedule, switch between multiple clients in a day, take your turn on call, and head on-site when needed. We expect clean ticket notes, accurate time entry, and clear communication with clients. If that sounds like structure that helps you do great work rather than red tape, keep reading.

What You’ll Do

Escalation & Advanced Support

• Serve as the primary escalation point for tickets the team can’t resolve.
• Find the root cause of escalations and recurring issues, then fix them for good instead of patching them again.
• Document what you solve in Hudu, so the next tech can handle it at the first level.

Service Delivery

• Work a daily schedule in ConnectWise PSA and handle client requests through Thread.
• Support Microsoft 365, Entra ID, Windows Server, Active Directory, SQL, and SharePoint.
• Support virtualization (Hyper-V, VMware, Citrix) and remote access (VPN, RDS, Windows 365/AVD).
• Design, maintain, and test backup and disaster recovery (on-prem and cloud).
• Support networks end to end: routing, switching, firewalls, wireless, VPN, Cisco Meraki, and DNSFilter.
• Support client 3CX phone systems.
• Respond to ConnectWise RMM alerts and tune monitoring to cut the noise.

Security & Endpoint Management

• Administer our security stack: Huntress, ThreatLocker, and Cisco Duo.
• Build and maintain endpoint deployments in Microsoft Intune and ImmyBot.
• Apply security best practices: conditional access, least privilege, and patch compliance.

Projects & Sales Engineering

• Lead technical projects and new client onboardings.
• Run network discovery, recommend solutions, and help write scopes of work for new business.

Mentorship

• Coach technicians through escalations so they can solve similar issues on their own next time.
• Help onboard and train new team members.

What You Bring

Required

• 5+ years of IT experience, including 3+ years in an MSP or multi-client environment.
• Advanced experience with Windows Server, Active Directory, Entra ID, and Microsoft 365.
• Strong networking: routing, switching, firewalls, VPNs, wireless, and DNS.
• Experience with Hyper-V, VMware, and/or Citrix.
• Hands-on backup and disaster recovery experience, including real restores.
• Experience with endpoint management and security tools (Intune, EDR, application allowlisting, MFA).
• A track record of owning complex, multi-system problems and resolving them on your own.
• The ability to explain technical issues clearly to non-technical clients and to coach other techs.
• Disciplined ticketing, documentation, and time-entry habits.
• A valid driver’s license and reliable transportation for on-site visits.

Preferred

• ConnectWise PSA and Hudu experience.
• Experience with Thread, ImmyBot, Huntress, ThreatLocker, Cisco Duo, Meraki, DNSFilter, or 3CX.
• PowerShell scripting.
• Certifications such as Network+/Security+, Microsoft (MS-102, AZ-104, MD-102, SC-300), CCNA, or VCP.
• Project leadership or sales engineering experience.

Why Divergys

You’ll get real ownership, a team that values doing things right, and a modern stack you’ll actually enjoy working in. Your input shapes how we work: senior techs here help set our standards, not just follow them.

Pay: $65,000.00 - $85,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Health insurance
• Life insurance
• Paid time off

Work Location: In person