IT Support Engineer

Support Engineer

The Support Engineer role within the Managed Services Group is a dynamic, client-facing position that combines technical expertise with strategic problem-solving to deliver exceptional IT support. As a full-time salaried professional reporting to the Director of Operations and the President, you will handle reactive support tickets of varying complexity, identify trends for potential automation, and collaborate on process improvements to enhance service quality. Adhering to the company's "Company Way," you'll focus on business outcomes, own tickets through to resolution, and manage client expectations with clear, professional communication. A typical day starts at 8:30 AM with reviewing the support desk schedule, addressing client tickets for issues like network troubleshooting or Microsoft 365 configurations, and explaining solutions to non-technical stakeholders. Midday involves team discussions to analyze trends or evaluate tools, escalating complex issues as needed while keeping leadership informed. By 5:30 PM, you'll document resolutions and refine best practices to prevent future issues, targeting high productivity metrics like same-day ticket closures.

Responsibilities

• Develop and maintain in-depth knowledge of client networks to provide effective reactive technical support.
• Work directly with clients to troubleshoot and resolve IT issues promptly.
• Manage support desk scheduling to ensure efficient coverage and response times.
• Identify common trends and underlying technology issues impacting tickets per endpoint (TPE) for potential automation or escalation.
• Collaborate with the team to evaluate process improvement opportunities, assess tools, and enhance overall support operations.
• Keep management informed of any issues that could affect the organization.
• Ensure best practice methods are implemented wherever possible and contribute to the expansion of incidental, contractual, or managed services.
• Implement the company's "Company Way" by defining and applying best practices with a business-first mindset.
• Own every support ticket from initiation to completion, including necessary escalations.
• Set and manage client expectations through exceptional customer service and communication.

Qualifications

• Excellent oral communication skills: Speaks clearly and persuasively, listens effectively, gets clarification, responds well to questions, and participates actively in meetings.
• Strong written communication skills: Communicates clearly and concisely in writing, edits for spelling and grammar, varies style as needed, and presents numerical data effectively.
• Proficient problem-solving abilities: Identifies issues timely, gathers and analyzes information skillfully, develops alternative solutions, resolves problems early, and excels in group problem-solving.
• Commitment to business ethics: Treats people with respect, keeps commitments, inspires trust, works with integrity, and upholds organizational values.
• Solid analytical skills: Uses thinking and reasoning to solve problems effectively.
• Ability to normalize technical jargon when communicating professionally with clients.
• 5+ years of experience in network/IT systems and troubleshooting.
• Experience with helpdesk/desktop support.
• Proficiency in Microsoft 365, Exchange, OneDrive, SharePoint, and Teams.
• Experience with Windows Server, Active Directory Management, Group Policy, etc.
• General understanding of TCP/IP, DNS, DHCP, and RADIUS.
• Hands-on experience with virus, spyware, and malware removal.
• Strong network troubleshooting skills.
• Experience installing and supporting the Microsoft Office Suite.
• Experience managing firewalls, spam filtering, antivirus, and other security tools.
• Preferred: Experience supporting networks for small to mid-sized businesses, administering cloud services, MAC experience, Fortinet firewalls and switches, backup/disaster recovery/business continuity, VPN solutions, and PowerShell.
• IT industry certifications preferred; the company provides an education path for required certifications.

Salary and Work Details

• Competitive annual salary ranging from $70,000 to $80,000, based on experience and market averages for similar roles in the area.
• Full-time schedule: 8:30 AM to 5:30 PM, Monday through Friday.
• Travel required: Approximately 10%.
• Positions supervised: None.