IT Support Engineer

Job Summary

Providing first-contact remote technical support, the full-time Systems Engineer will manage customer communications, troubleshoot network and server issues, and document support tickets while traveling to Kansas City, Charlotte, Atlanta, or Dallas once a month.

Key responsibilities

• Communicate with customers via phone, email, and chat, providing timely updates and case status throughout the resolution process
• Perform initial triage of customer issues, troubleshooting incidents, and accurately documenting all actions in support tools
• Manage the daily prioritization, coding, and routing of service incidents and requests while ensuring world-class customer service

Required qualifications

• 2-3 years of IT support experience in a help desk or service desk environment; MSP experience preferred
• Experience with ticketing systems and remote support tools
• Proficiency supporting Windows 10/11, macOS fundamentals, and Microsoft 365 applications
• Working knowledge of Active Directory/Entra and basic networking concepts
• Strong customer service focus with the ability to communicate technical concepts to non-technical users