Senior IT Support Engineer

• Manage several platforms to monitor client computers, networks, Office 365 / Entra, and other related systems
• Manage security-related projects and provide clients advice to improve their security posture
• Assist users seeking technical assistance with Windows, Active Directory, Office and numerous 3rd party line of business applications
• Work all assigned service tickets to completion as the final escalation point within the company
• Direct on-site smart-hands resources when needed
• Routinely update ITGlue documentation platform with information regarding procedures, applications, client networks and vendors
• Proactively engage internal and external resources (vCIO, inside sales, software vendors, etc.) for business decisions, quotes and other needs
• Fully document issue and resolution in ConnectWise PSA ticket
• Comply with federal and state regulations as well as company and client policies regarding confidential information

• Advanced proficiency in security concerns relevant to small businesses such log monitoring, RBAC and real-time response to active threats
• Ability to quickly perform root cause analysis and research issues using manuals, KB articles, forum posts and other technical resources
• 5 years experience working for an MSP, outsourced IT provider or internal IT department
• Able to speak, read, and write English at a high school graduate level
• Excellent customer service skills, listening skills and telephone manner
• Advanced proficiency with Microsoft Windows, Microsoft Active Directory, Microsoft 365 / Entra administration, PowerShell and the Windows Registry
• Advanced proficiency with network hardware (switches, access points, routers, etc.)
• Type 40 WPM
• High School Diploma

Desired Skills & Certifications

• Associates or Bachelor’s degree in IT/IS field
• A+, Network+, MCSA or other network administration certifications
• 10+ years experience working for an MSP or outsourced IT provider
• Spanish language fluency
• Advanced proficiency with Microsoft SQL administration, Microsoft SQL queries and RMM scripting
• Experience with Sonicwall and Unifi network equipment
• Experience supporting HIPAA and Local Government environments

Working Conditions

• Company laptop and desk phone will be provided
• Must have a high speed, terrestrial (no hot spot or satellite) internet connection with at least 50 Mbps download, 5 Mbps upload and <50ms ping to our data center in Atlanta
• Network must be free of gaming and other bandwidth-intensive activities during working hours to ensure that VOIP call quality is optimal
• Must fully-dedicate attention to duties during working hours (8am - 6pm weekdays)
• Must not have any conflicting responsibilities including the care of children or other family members during working hours
• Must not have any secondary jobs that require attention during working hours
• Must have a quiet and distraction-free workspace where business calls and on-camera meetings can be made without any background noise
• If the candidate prefers and one exists nearby, a co-working or small office space may be provided, * Windows Active Directory: 5 years (Required)
• PowerShell: 5 years (Preferred)
• Microsoft 365 / Azure Active Directory: 2 years (Required)
• Outsourced IT or MSP (supporting multiple SMBs at once): 5 years (Preferred)

Work Location: Hybrid remote in Americus, GA 31709

• Health insurance
• Paid time off
• Retirement plan