IT Support Engineer

The IT Support Engineer is responsible for advanced installation, configuration, and support of Windows-based computers, network devices and services, software and mobile devices. MacOS and Linux experience is a plus. This position requires at least 5 years of recent IT support experience including extensive use of backup systems, internet and cloud technologies, cybersecurity tools and techniques. A strong commitment to exceptional customer service, professionalism, and teamwork is expected in addition to demonstrated technical aptitude.

Service and Helpdesk Support: · Monitor cloud and local backup solutions and troubleshoot failures. · Triage and manage helpdesk tickets, initiate appropriate remedial actions. · Provide tier 2+ customer support both remotely and on-site. · Monitor computers and network devices.

Installation, Configuration, and Maintenance: · Server installation, configuration, and troubleshooting, including SharePoint, Google Workspace, and Synology NAS. · In-depth Windows computer imaging and configuration, including automated deployment. · Install, license, configure, and maintain common software packages like MS Office, Adobe, and QuickBooks. · Support, troubleshoot, and configure standard applications like email clients and web browsers. · Update operating systems and applications for servers and client workstations. · Internet domain registration and DNS name server setup including renewals and transfers. · Install and configure printers, scanners, and other peripherals. · Perform mobile device setup, app installation, and troubleshooting. · Provide end user training, coaching, and how-to documentation.

Network design, installation, and support: · Comprehensive installation, management and troubleshooting of internet gateways, firewalls, routers, and other network devices. · Advanced network device installation, configuration, and troubleshooting, including VLAN, VPN, and SD-WAN. · Advanced wireless access point installation, configuration, and troubleshooting, including mesh. · Internet service deployment and troubleshooting, fiber, coax, static addressing, DNS. · Intermediate cloud infrastructure, including VPS, S3 storage. · Intermediate Remote desktop (RDP/RDS) support, including license management and RemoteApp. · Intermediate IP telephony support and troubleshooting.

Security: · Monitor endpoint security for detections and updates. · Configure and troubleshoot various MFA systems, including biometrics. · Intermediate endpoint management, including malware remediation, vulnerability settings. · Intermediate Windows security, including BitLocker and Windows Firewall.

Additional Duties: · Create and maintain procedural and asset documentation. · Actively participate in project meetings, reviews, and team training. · Actively look for ways to improve efficiency and reduce manual labor and turn-around time. · Conduct compliance checks and IT policy audits.

· Five years of relevant experience. · Proven technical aptitude. · Strong customer service skills. · Strong written and verbal English communication skills. · CompTIA A+ and Network+ certification or equivalent. · Ability to manage confidential and private materials with discretion and integrity. · Willingness to learn and apply company standards. · Ability to adapt to changing priorities and switch between multiple tasks as needed.

• Simple IRA Retirement with Match
• Competitive salary
• Health insurance
• Home office stipend
• Opportunity for advancement
• Paid time off
• Training & development, Work Environment: · Fulltime, day shift, Monday-Friday · Primarily remote. Some onsite and inhouse work required local candidates. · After-hours, weekends, and on-call rotation required.

Flexible work from home options available.