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# Senior Technical Support Engineer

- **Company:** NOVATECH MSP LLC
- **Location:** Atlanta, GA, United States (Remote available)
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Microsoft Azure, Software as a Service, Cloud Computing, Issue Tracking Systems, Windows Servers, Virtual Desktops, Remote Service Software, Microsoft SharePoint, Diagnostic Tools, Enterprise Software Applications, Wireless Application Protocol (WAP), Office365, Firewalls (Computer Science), Microsoft InTune, SQL Server Management Studio (SSMS)
- **Published:** July 11, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=3fe30a60364b6cbf

## About the Role

* 10+ years of experience in technical support, customer support, or a related technical role.
 * Strong troubleshooting skills with software, hardware, networking, or cloud-based systems.
 * Excellent written and verbal communication skills.
 * Demonstrated ability to manage multiple cases and prioritize effectively in a fast-paced environment.
 * Experience with ticketing systems, documentation, and customer-facing support workflows.
 * Ability to work independently while also collaborating across teams.

Preferred Skills

 * Experience with SaaS, enterprise software, or IT support environments.
 * Familiarity with remote support tools and support ticketing platforms.
 * Knowledge of networking, operating systems, and common diagnostic tools.
 * Experience contributing to knowledge base articles and support documentation.

Experience

· MS 365 Engineering and Administration (Purview, Security, Intune, Identity\Entra, Exchange, SharePoint, Teams, etc.)

 * Azure Engineering and Administration
 * Network Engineering and Administration (firewalls, switches, WAPs)
 * Windows Server 2019, 2022, 2025 Troubleshooting and Administration
 * Windows 10 and 11 - Troubleshooting and Administration
 * SQL Server Administration
 * Active Directory Engineering and Administration
 * MS Hybrid Deployment Administration

## Description

We are looking for a Senior Technical Support Engineer to provide advanced support to customers, resolve complex technical issues, and ensure a positive support experience. This role combines strong technical troubleshooting with excellent customer communication and the ability to collaborate closely with engineering and product teams., * Provide advanced technical support to customers via phone, email, chat, or ticketing systems.

 * Diagnose, troubleshoot, and resolve complex software, hardware, or system-related issues.
 * Serve as an escalation point for high-priority or difficult support cases.
 * Communicate clearly and professionally with internal and external clients.
 * Document troubleshooting steps, resolutions, and recurring issues in the support system or knowledge base.
 * Collaborate with engineering, product, and operations teams to investigate root causes and drive fixes.
 * Mentor and assist junior support team members.
 * Identify trends in customer issues and recommend process or product improvements.
 * Some On-Call responsibilities
 * Occasional domestic travel may be needed
 * This is not a work from home position and daily commute to downtown Atlanta is required. 4 days on site, 1 work from home. Parking and MARTA paid 100%. MARTA Stop is Peachtree Center.


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