Support Engineer

This is a remote position.

SUMMARY
The Support Engineer will be a pivotal team member, responsible for handling some of our most complex and dynamic customer issues. The ideal candidate will assist with escalations from our Support Technicians, leveraging a broad range of IT Generalist experience to resolve technical challenges efficiently.

In this role, you will play a critical part in ensuring the optimal performance of our clients' systems by diagnosing and addressing complex technical issues. You will collaborate closely with a diverse team of experts, contributing to the development of best practices and continuous improvement in service delivery. If you're passionate about technology and thrive in a fast-paced environment, this opportunity will allow you to make a meaningful impact while advancing your career.

JOB RESPONSIBILITIES

• Conduct thorough research and identify effective solutions to both software and hardware issues.
  


• Diagnose and resolve advanced technical problems, including but not limited to firewalls, switches, servers, cloud environments such as Azure, account setup, network configuration, application support, Active Directory management, and more.
  


• Engage with customers to probe and uncover the root causes of technical issues, guiding them through a series of complex troubleshooting steps.
  


• Ensure that all issues are accurately logged and tracked in the system.
  


• Effectively prioritize and manage multiple open issues simultaneously.
  


• Follow up with clients to verify that their IT systems are fully functional post-resolution.
  

• 3-5 years of proven experience in Helpdesk/Desktop Support, preferably within a Managed Service Provider (MSP) environment.
  


• Advanced technical troubleshooting expertise, with the ability to identify and resolve issues across various IT environments.
  


• Strong communication skills, with the ability to interact effectively with end-users through phone, remote sessions, and in-person meetings, ensuring issues are fully understood and resolved.
  


• Professional IT certifications such as MCSA or MCSE (Microsoft 365 & Azure), Cisco CCNA, CCNP, CCIE, or VMware VCP are highly preferred but not required.
  

• Should be willing to accept a long-term work-from-home arrangement.
  


• Should be amenable to a permanent night shift schedule.