Support Engineer

About the Role

We are looking for an experienced Support Engineer to join our Support Team. The ideal candidate will provide professional technical support to clients, troubleshoot hardware, software, and network issues, and collaborate with internal teams to resolve complex technical concerns.

Key Responsibilities

• Provide first-line technical support for client incidents, service requests, and inquiries
• Diagnose and resolve hardware, software, and network issues
• Collaborate with internal teams to escalate and resolve complex technical issues
• Maintain accurate documentation of support activities, configurations, and resolutions
• Document technical environments, processes, procedures, testing plans, and project plans
• Contribute to knowledge base articles and self-help resources
• Work with clients to understand their IT needs and provide proactive technical solutions
• Stay updated on industry best practices, emerging technologies, and IT trends
• Participate in on-call rotations and provide after-hours support as needed

Qualifications

• 3+ years of IT support experience.
• At least 1 year of MSP experience is preferred
• Strong understanding of IT infrastructure, including hardware, software, networking, and security
• Experience supporting Windows operating systems and Windows Server environments
• Experience with Microsoft 365 environments, Exchange, Microsoft Security & Compliance, and Azure is preferred
• Experience with ticketing/PSA systems such as ConnectWise or Autotask is preferred
• Excellent written and verbal communication skills
• Bachelor's degree in Computer Science, IT, or a related field is preferred
• CompTIA A+, Network+, and/or Microsoft certifications are preferred

Work Setup

Remote position

Availability for on-call and after-hours support as needed