Technical Support Engineer

Job Summary

Working remotely as a full-time Tier 3 Technical Support Engineer, the candidate will become the go-to expert for clients, troubleshooting a variety of technologies while managing client communications and ticket queues to ensure exceptional service delivery.

Key responsibilities

• Masterfully troubleshoot and resolve issues related to Windows devices, Microsoft 365, network infrastructure, and VoIP systems
• Own client communication by building rapport, managing expectations, and ensuring positive outcomes in every interaction
• Contribute to and refine a knowledge base, creating documentation that empowers team success and drives incident resolution

Required qualifications

• Hands-on expertise in troubleshooting and managing Microsoft technologies, including Windows Server and Active Directory
• Strong experience with Microsoft 365, Hyper-V, DNS, and DHCP
• Demonstrated knowledge of advanced networking principles, including firewalls, switches, and Wi-Fi troubleshooting
• A proven ability to build trust and provide excellent customer service in challenging situations
• Experience with Remote Access Solutions such as Remote Desktop and RemoteApps