This is a remote position.
SUMMARYThe 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.
QUALIFICATIONS
- 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.
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