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 ensure efficient issue resolution while working Monday to Friday from 9 AM to 6 PM EST.

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, documenting actions and escalating complex problems to engineers as needed
• Develop a strong understanding of company products to ensure efficient and effective issue resolution across diverse client environments

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, Microsoft 365, and common business 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