Support Engineer

We are seeking a motivated and customer-focused IT Support Specialist to join our growing team. In this role, you will provide hands-on technical support to both internal and external clients, ensuring reliable operation of computer systems, network infrastructure, and business applications. You will be responsible for troubleshooting issues, maintaining a wide range of technologies, and supporting users across multiple platforms in a fast-paced environment.

Key ResponsibilitiesTechnical Support & Troubleshooting

• Deliver first-line and advanced technical support for network, software, hardware, and computer system issues.
• Diagnose and resolve problems related to operating systems, applications, connectivity, and user access.
• Provide end-to-end support for client systems, ensuring minimal downtime and high-quality customer service.
• Respond promptly to support requests via phone, email, remote tools, or in-person visits.

Systems & Network Administration

• Install, configure, update, and maintain desktop computers, servers, mobile devices, and IT peripherals.
• Assist with core network administration tasks, including firewall configuration, wireless network deployment, and VPN setup for remote users.
• Support network troubleshooting efforts involving routing, switching, DNS/DHCP, and general connectivity issues.
• Participate in monitoring and maintaining system performance, ensuring stability, uptime, and reliability.

Client Interaction & Service Delivery

• Work directly with clients to evaluate issues, recommend solutions, and provide proactive system maintenance.
• Maintain clear and professional communication throughout all phases of support.
• Collaborate with team members to escalate complex issues and implement long-term technical solutions.

Documentation & Continuous Improvement

• Create and maintain documentation including technical procedures, knowledge base articles, and user guides.
• Record all work performed in the ticketing system with detailed and accurate notes.
• Contribute to improving internal processes, workflows, and support methodologies.
• Stay current with emerging technologies, cybersecurity trends, and best practices.

QualificationsEducation & Experience

• Bachelor's degree in Computer Science, Information Technology, or related field; equivalent technical experience is accepted.
• Experience in a help desk, technical support, MSP, or IT operations role.

Technical Skills

• Strong understanding of networking fundamentals including TCP/IP, DHCP, DNS, switching, and routing.
• Experience configuring and supporting firewalls, VPN solutions, and wireless networks.
• Proficiency across major operating systems: Windows, macOS, and Linux.
• Familiarity with productivity and cloud suites such as Microsoft 365 and Google Workspace.
• Experience using ticketing systems such as Zendesk, Freshdesk, or similar platforms.

Certifications (Preferred, Not Required)

• Network+, Security+, Linux+, CCNA, or comparable industry certifications.

Soft Skills

• Excellent troubleshooting methodology and analytical problem-solving abilities.
• Strong written and verbal communication skills.
• Ability to manage multiple tasks simultaneously in a fast-paced environment.
• Customer-oriented mindset with a commitment to providing exceptional service.

Additional Information

This job description is not intended to be an exhaustive list of responsibilities, tasks, or activities. Duties and responsibilities may evolve based on business needs and may be modified at any time, with or without notice.

Job Type: Full-time

Pay: $45, $55,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance

Work Location: In person