IT Support Engineer

The successful candidate will provide both remote and on-site technical support to clients, troubleshoot a wide range of desktop, server, network, and infrastructure issues, and assist with the implementation and maintenance of client IT environments., n \n

• Respond promptly to client support tickets and provide high-quality, concierge-level technical support. \n

• Troubleshoot and resolve Level 2 desktop, server, network, Microsoft 365, and infrastructure issues. \n

• Document troubleshooting steps, resolutions, and client communications within the ticketing system. \n

• Escalate complex issues appropriately while maintaining ownership of the client experience. \n

• Install, migrate, configure, and support Windows Server environments. \n

• Administer and troubleshoot Active Directory, Group Policy, DNS, DHCP, and Domain Controllers. \n

• Provide both remote and on-site technical support for client environments. \n

• Troubleshoot LAN/WAN connectivity, wireless networks, VPNs, routers, switches, and firewalls. \n

• Configure and support networking equipment from vendors such as Cisco, Meraki, SonicWall, Sophos, and Ruckus. \n

• Support virtualized environments utilizing VMware and Hyper-V. \n

• Support and administer Microsoft 365, including user administration and migrations. \n

• Troubleshoot Microsoft Windows workstations, Microsoft Office applications, printers, scanners, and other end-user technologies. \n

• Support and maintain Microsoft Exchange environments. \n

• Communicate professionally with clients via phone and email, clearly explaining technical issues and resolutions. \n

• Assist with firewall implementations, upgrades, migrations, and ongoing infrastructure maintenance. \n

• Identify opportunities to improve client infrastructure, system reliability, and overall IT environments. \n

• Collaborate with other engineers to develop and improve internal IT support processes, documentation, and best practices. \n

We are looking for a collaborative professional who is eager to continue developing their technical expertise. A “that’s not my job” mentality does not fit here. Team members are expected to contribute ideas, share knowledge, accept feedback, and step in wherever needed to support clients and the organization., * 3+ years of professional IT support experience, preferably within an MSP, IT consulting firm, or computer services company., * Experience configuring and troubleshooting firewalls, switches, routers, and wireless networks. \n

• Strong Windows desktop troubleshooting experience. \n

• Ability to troubleshoot printers, scanners, and other end-user hardware. \n

• Strong customer-service and communication skills. \n

• Ability to prioritize multiple support requests and work effectively in a high-pressure client environment. \n, * Previous experience working for a Managed Service Provider (MSP), IT consulting company, or technology services firm. \n

• Experience supporting Citrix XenApp/XenDesktop environments. \n

• Experience with VMware Horizon/View. \n

• Mac OS troubleshooting and integration within Microsoft Windows environments. \n

• VPN implementation and troubleshooting experience. \n

• Microsoft, Apple, and/or CompTIA certifications such as A+, Network+, Security+, MCP, or equivalent certifications. \n

• Associate’s or bachelor’s degree in Computer Science, Engineering, Information Technology, or a related discipline. \n

• Bilingual English/Spanish is a plus. \n

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Beyond technical skills, we’re looking for someone who is:

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• Customer-focused: You understand that strong IT support combines technical expertise with an excellent client experience. \n

• Collaborative: You’re comfortable sharing ideas, helping teammates, and receiving constructive feedback. \n

• Growth-oriented: You’re constantly looking to expand your technical knowledge and take on new challenges. \n

• Accountable: You take ownership of problems and follow them through to resolution. \n

• Adaptable: You’re comfortable moving between desktop, server, networking, cloud, and infrastructure issues throughout the day. \n

• Organized: You can effectively manage multiple priorities, tickets, and client requests in a fast-paced environment.