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ANP Advanced Network Products, Inc: A Coretelligent CompanyCore Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates advanced troubleshooting capabilities across desktop, server, network, and application environments, with a strong focus on Microsoft 365 and Active Directory support. Proven ability to manage complex incidents and ensure positive client outcomes through effective communication and documentation.
Highest-signal resume keywords
Advanced TroubleshootingMicrosoft 365 SupportIncident ManagementNetwork Equipment SupportClient Communication
Tech Stack
Tools & technologiesAbout the role
Key responsibilities & impact- Serve as a senior escalation point for complex technical incidents across multi-tenant client environments
- Receive, triage, and resolve inbound client incidents via phone, email, and ticketing systems during assigned second-shift coverage
- Perform advanced troubleshooting across desktop, server, network, and application environments
- Troubleshoot VPN, VLAN, firewall, connectivity, identity, and access-related issues
- Own incidents end-to-end from prioritization through resolution, ensuring clear communication, SLA adherence, and positive client outcomes
- Support and maintain Microsoft 365, Active Directory, endpoint infrastructure, and line-of-business applications
- Coordinate vendor and ISP escalations for outages, degraded performance, or platform-level issues
- Partner with Tier III and Platform teams on problem analysis, root cause investigations, and validation of long-term fixes
- Create and maintain technical documentation, knowledge base articles, and client-facing FAQs
- Mentor Engineer I and II team members through live incident support and best-practice guidance
- Participate in after-hours maintenance windows or on-call rotation as required
Requirements
What you’ll need- 5+ years of experience providing remote IT support in a Managed Service Provider (MSP) or complex, multi-tenant environment
- Advanced proficiency with Microsoft 365, Active Directory, Windows OS, VPN technologies, and enterprise endpoint support
- Strong working knowledge of TCP/IP, DNS, DHCP, NAT, VLANs, and routing/switching
- Hands-on experience supporting and troubleshooting firewall and network equipment, such as Fortinet, Cisco, Palo Alto, and Ubiquiti
- Ability to lead complex incident resolution and manage multiple high-priority issues simultaneously
- Excellent written and verbal communication skills with a strong customer-first mindset
- High standard for documentation, process adherence, and SLA-driven environments
- Ability to collaborate effectively while serving as a senior technical resource
- CompTIA Network+ and/or Security+ certifications preferred, not required
- Microsoft Certified: Modern Desktop Administrator Associate preferred, not required
- Microsoft Certified: Azure Administrator Associate preferred, not required
- Fortinet NSE 4 or equivalent firewall certification preferred, not required
- Cisco CCNA or equivalent networking certification preferred, not required
- VMware Certified Professional (VCP) or equivalent virtualization certification preferred, not required
Benefits
Comp & perks- Competitive salary
- Health insurance
- Dental insurance
- Vision insurance
- Flexible Spending Account (FSA)
- 401k
- Health Reimbursement Account (HRA)
- Health Savings Account (HSA)
- Life Insurance
- Disability Insurance
- Paid Parental Leave
- Holiday Pay
- Flexible Vacation & Sick Days
- Fourteen holidays, including a day off on your birthday
- Monthly rewards
- Spot bonuses for demonstrated excellence
- Community and social events
- Learning and development
- Flexible working life
- $100 standup desk allowance
- Other health & wellness perks
- Opportunities to grow your career from within
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Advanced TroubleshootingMicrosoft 365Active DirectoryTCP/IPDNSDHCPVPN TechnologiesFirewall SupportNetwork EquipmentEndpoint Support
Soft Skills
Excellent CommunicationCustomer-First MindsetCollaborationMentoring
Tools & Technologies
Ticketing SystemsVPNVLANFirewallFortinetCiscoPalo AltoUbiquitiWindows OSLine-of-Business Applications
Certifications & Qualifications
CompTIA Network+CompTIA Security+Microsoft Certified: Modern Desktop Administrator AssociateMicrosoft Certified: Azure Administrator AssociateFortinet NSE 4Cisco CCNAVMware Certified Professional (VCP)
Industry Keywords
Managed Service ProviderMulti-Tenant EnvironmentSLA AdherenceTechnical DocumentationIncident Resolution