Technical Support Engineer

The Remote Services Engineer is a hybrid Tier 1/Tier 2 support technician who serves as the front line of our IT support delivery team. You will troubleshoot a broad range of end-user issues, manage client requests, and provide best-in-class technical support remotely. This role requires a methodical approach, persistent problem solving, and a service-oriented mindset that reflects Savant’s core values: Relationships, Integrity, Spirit, and efficacy., · “Tier 1” Support Functions (Primary Focus)

· Troubleshoot Microsoft 365 login, email, and profile issues

· Resolve Outlook connectivity and send/receive failures

· Manage Active Directory and Azure AD accounts (password resets, unlocks, group

· memberships)

· Provide basic printer and peripheral support (drivers, connectivity, print queues)

· Assist with VPN client setup, MFA issues, and remote access troubleshooting

· Accurately document all actions in ConnectWise and update IT Glue

· documentation

“Tier 2” Support Functions (Growth Path)

· Conduct advanced email flow diagnostics and resolve delivery failures

· Understand SPF, DKIM, and DMARC for mail domain security

· Resolve persistent network connectivity issues (DNS, DHCP, Wi-Fi, VLANs)

· Assist in server-level issue resolution (Group Policy, file shares, folder redirections)

· Familiarity with Microsoft AD, Microsoft 365 administration and Azure AD

· Understanding of networking fundamentals (VPN, IP addressing, DNS/DHCP)

· Ability to follow documented procedures and contribute to knowledge base updates

· Ability and drive to work in a fast paced technically challenging environment

Preferred Experience:

· Exposure to RMM platforms and scripting (PowerShell, batch, etc.)

· Exposure to basic firewall and VLAN configurations

· 2+ years of IT support experience or fast-paced environment

Performance Indicators

· Job Knowledge: Mastery of assigned tools, systems, and technical domains

· Work Quality: Accurate ticket documentation, adherence to SOPs, and internal knowledge contribution

· Communication: Clear and professional dialogue with clients, teammates, and managers

· Dependability: Accountability for your workload, punctuality, and ability to operate independently

· Teamwork: Positive collaboration across teams and departments

What You Bring to the Table

· A client-first mentality grounded in empathy and urgency

· The ability to stay calm and confident in unfamiliar or high-pressure situations

· A commitment to continual improvement both technical and interpersonal

· A passion for solving problems and helping others succeed through technology

Our Commitment to You

· A clear development path from Tier 1 to Tier 2 and beyond

· A collaborative and supportive team culture

· Opportunities to work on diverse and meaningful projects

Pulled from the full job description

• 401(k)
• Health insurance
• Paid time off
• Vision insurance
• Dental insurance, * 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance