IT Support Engineer

We are looking for a customer service-oriented IT Support Engineer to join our growing team in Coral Gables, FL. This role is ideal for someone with prior IT support experience looking to continue growing within a fast-paced Managed Service Provider (MSP) environment.

You will primarily work out of our Coral Gables office, with roughly 40% of your time spent visiting client sites across South Florida. New hires typically spend their first 3-6 months in-office building skills and familiarity before beginning client visits. The team works remotely from home only occasionally around 5-10% of the time often finishing a day remotely after an afternoon client visit.

Our clients are primarily broker-dealers and wealth management firms. You will manage a daily ticket volume of approximately 15 issues, handling a mix of remote and onsite support requests.

TL;DR: You'll be the go-to technical resource for our financial services clients troubleshooting issues, supporting deployments, and building the skills to grow into more senior technical roles.

Key Responsibilities

Day-to-Day Support

• Respond to and resolve approximately 15 tickets daily across remote and onsite support channels.

• Troubleshoot technical issues independently and as part of a team, including workstations, printers, business software, and networking.

• Support deployments, configurations, and documentation for client environments.

• Deliver excellent customer service and communication to business clients in financial services.

Client Engagement

• After an initial 3-6 month onboarding period, visit client offices across South Florida - approximately 40% of working time.

• Build trusted relationships with client contacts by providing reliable, professional support.

• Represent the team professionally in wealth management and broker-dealer environments.

Technical Operations

• Support Windows operating systems, Microsoft 365, and Azure environments.

• Assist with basic networking and firewall troubleshooting.

• Use remote support tools and ticketing systems to document and track issues to resolution.

Do you have experience in Incident Escalation?, * At least 2+ years of professional experience helping people with technology - whether in a formal IT role, retail tech support (e.g., Geek Squad), helpdesk, or similar hands-on capacity.

• Strong customer service and communication skills - written and verbal.

• Comfortable troubleshooting independently and escalating when appropriate.

• Fluent in English and Spanish.

• MSP experience is a plus.

• Certifications such as A+, Network+, Security+, or equivalent experience are a plus.

Pulled from the full job description

• Parental leave
• 401(k)
• Health insurance
• Retirement plan
• Paid time off
• Vision insurance
• Health savings account, Salary range: 22-26/hour, depending on certifications, experience, and technical background.

New hires receive hands-on training over approximately 3 months to build the skills and client knowledge needed to succeed. Growth paths are available into Level 2, Level 3, leadership, and systems/security roles over time

Pay: $22.00 - $26.00 per hour, * 401(k)

• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Retirement plan
• Vision insurance