Technical Support Engineer (IT Operations & PSA)
We are looking for a Technical Support Engineer to join our team, focusing on the management and optimization of our IT Operations suite. In this role, you will provide high-level support for our core automation and documentation tools, ensuring seamless workflows for our service desk and financial operations.
Primary Responsibilities
- IT Ops Platform Support: Act as the subject matter expert for our primary volume drivers: AutoTask (PSA), ConnectBooster, and IT Glue.
- Systems & Cloud Administration: Manage and troubleshoot Windows OS and Office 365 environments. Provide advanced administration for Active Directory and Entra ID.
- Network & Connectivity: Resolve complex issues related to cloud-hosted applications using TCP/IP, DNS, SNMP, and HTTP/HTTPS protocols. Utilize nmap for network discovery and troubleshooting.
- Financial Systems Support: Troubleshoot integration issues between PSA tools and financial systems, including PoS machines and payment gateways.
- Integration & API Management: Facilitate data flow between platforms using RESTful APIs and perform backend analysis by reading Microsoft SQL queries.
- Identity & Security: Oversee the setup and troubleshooting of Single Sign-On (SSO) and Multi-Factor Authentication (MFA). Manage secure communications via SSL/TLS and server certificates.
Technical Requirements
- IT Ops Suite: Deep familiarity with AutoTask PSA, ConnectBooster, and IT Glue.
- Core Infrastructure: Windows Administration, Office 365, and Entra ID (Azure AD).
- Networking: Strong understanding of DNS, DHCP, TCP/IP, and Cloud application architecture.
- Technical Tools: Proficiency with nmap, SQL Querying, and REST API usage.
- Business Tools: Experience with CRM/PSA tools and financial system troubleshooting.
Qualifications
- Support Expert: Proven track record in L1/L2 Technical Support within a Service Desk or Professional Services (PSA) environment.
- Problem Solver: Ability to diagnose connectivity, encryption (SSL/TLS), and application performance issues.
- Adaptability: Comfortable supporting a diverse tech stack ranging from legacy Windows Admin to modern Cloud/SaaS integrations.
- Service-Oriented: Strong communication skills to assist both technical teams and end-users with complex platform workflows.
