Senior IT Support Specialist
The NOW is a lifestyle brand under the Post Investment Group family, which focuses on four sectors: health and wellness, real estate, consumer products, and pet services. This role will contribute to the growth of various lifestyle brands under the Post Investment Group umbrella, with a primary focus on The NOW.Ubiquiti (Unifi) NetworksPosition SummaryThe Senior IT Support Specialist is responsible for supporting, maintaining, securing, and deploying technology systems for The NOW Massage corporate office and franchise boutiques nationwide. This is a highly hands‐on role combining IT operations, franchise support, endpoint and network management, cybersecurity best practices, and overseeing on‐site installations. The ideal candidate is technically skilled, highly organized, customer‐focused, and comfortable supporting a multi‐location franchise environment. This is a hybrid role based in Miami, Florida.What You'll DoIT Support, Systems & SecurityAbility to install, test, and verify The NOW Franchise network equipment and peripherals, both in person and remotely working with contractors.Provide Tier 1–Tier 3 desktop, mobile, and network support for The NOW Franchise boutiques.Support and maintain boutique network infrastructure, including POS, Wi‐Fi, VoIP, and audio systems.Configure and deploy Apple Mac and iPad operating systems per The NOW Franchise specifications.Administer and support remote Mac systems using NinjaOne, Splashtop, or similar RMM tools.Administer franchise users, groups, and permissions within Microsoft 365.Manage, monitor, and maintain endpoint protection, antivirus, and cybersecurity tools.Apply cybersecurity best practices to protect corporate and franchise systems.Applications, Tools & PlatformsProvide technical application support for:Microsoft 365Ubiquiti (Unifi) NetworksVonageSonosZenotiRockbotUse ticketing systems to track, prioritize, and resolve IT support requests.Leverage RMM tools for device monitoring, patching, automation, and remote support.Franchise & New Boutique SupportSupport and advise The NOW Franchise owners throughout boutique construction and opening.Partner with franchise owners, general contractors, and corporate teams to ensure successful IT installations.Travel to franchise locations multiple times per month for on‐site IT installation and support, occasionally on short notice.Serve as a trusted technology advisor to franchise owners and operators.Documentation & Asset ManagementMaintain accurate and organized IT documentation in HUDU.Maintain accurate and organized hardware and systems inventory using NinjaOne or similar tools.Create and maintain SOPs, troubleshooting guides, and IT standards.Physical & On‐Site ResponsibilitiesAbility to lift up to 50 lbs.Ability to go up and down ladders and work with mounted equipment.Ability to work safely and effectively on active construction sites.Required Qualifications5+ years of related industry experience in information technology support.Hands‐on experience with workstation deployment and small network configurations.Familiarity with IT ticketing systems (e.g., Freshworks, AutoTask, or similar).Familiarity with RMM tools (NinjaOne or similar) for endpoint management and remote support.Working knowledge of cybersecurity fundamentals, antivirus, and endpoint protection.Strong experience supporting macOS and iOS environments.Exceptional customer service, communication, and problem‐solving skills.Ability to clearly and effectively communicate with franchise owners, general contractors, and corporate leadership.Strong organizational skills with a focus on documentation and accuracy.Ability to work independently and make decisions based on IT best practices.Ability and willingness to travel multiple times per month.Ability to provide occasional weekend and after‐hours support through rotating on‐call schedule.Preferred QualificationsExperience troubleshooting and supporting remote Mac clients.Prior networking experience and knowledge of network infrastructure.Experience supporting POS and VoIP systems.Familiarity with:Microsoft 365 administration (users, groups, permissions)VoIP phone systems and call group configurationsFile share permissions (Dropbox, SharePoint)Unifi NetworksSonos hardware and softwareNinjaOne or similar device management platformsExperience supporting retail, hospitality, wellness, or franchise organizations.BenefitsBenefit package includes medical, dental, vision, Life/AD&D, 401K, paid time off, and holidays.The Company is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.#J-18808-Ljbffr