Support Engineer

Support Engineer - Information Technology

Position Overview

This full-time position requires a minimum of five years of experience and MSP (Managed Service Provider) expertise. We are searching for a talented IT Support Engineer who will be integral in providing technical assistance and support to our clients. The ideal candidate is a motivated self-starter with hands-on experience across desktop, server, network, and cloud environments, and demonstrates a strong commitment to customer service. Our clients depend on us for comprehensive IT system management and daily technical support.

Why Join Us:

• Competitive salary and performance-based bonuses.
• Health, dental, and vision insurance.
• Paid time off, holidays, and flexible work arrangements.
• Ongoing training and certification reimbursement.
• Opportunity to work with cutting-edge technologies and advance into senior engineering roles.

What You'll Do:

• Act as a Level 2 escalation point for technical issues across multiple client environments.
• Perform advanced troubleshooting for servers, networks, and cloud systems.
• Manage and maintain Active Directory, Group Policy, DNS, DHCP, and file permissions.
• Configure and support virtualization platforms (VMware, Hyper-V).
• Administer Microsoft 365 and Azure environments, including migrations and security configurations.
• Implement and monitor backup and disaster recovery solutions.
• Work with RMM tools and ticketing systems to ensure SLA compliance.
• Provide onsite and remote support with a strong focus on client satisfaction.

Key Responsibilities

• Troubleshoot and resolve technical issues to ensure client satisfaction.
• Deliver desktop support to end-users by efficiently addressing hardware and software problems.
• Maintain thorough and regular documentation of issues, resolutions, and updates to company and client records.
• Create and manage Standard Operating Procedures (SOPs) for IT processes.
• Collaborate with team members to resolve complex client issues.
• Analyze and troubleshoot network-related problems, including LAN, DNS, and firewall configurations.
• Manage Group Policy Objects (GPOs) to uphold network security and control access.
• Support mobile devices such as smartphones and tablets, addressing related technical concerns.
• Utilize software deployment and patch management tools to maintain system integrity.
• Assist clients with installation, configuration, and ongoing usability of workstations, servers, peripherals, and software.
• Provide exceptional customer service by responding promptly to inquiries and concerns.
• Use the Autotask ticketing system to track, prioritize, and resolve technical support requests.
• Conduct regular preventative maintenance on client systems.
• Diagnose and resolve system emergencies, persevering until issues are fully addressed.
• Physically set up new workstations, servers, and install necessary software.
• Work with vendor representatives to resolve hardware and software challenges.
• Install and upgrade Microsoft Operating Systems.
• Address backup issues and conduct restore testing to ensure data integrity.
• Review security parameters and make recommendations for improvements in line with company standards and processes.
• Participate in project-based work, including system migrations, virtual server configurations with high availability, server and firewall installations, VPN tunnel setup, and SAN implementations.
• Contribute to project planning, solution delivery, and the mentoring and training of team members to enhance processes.

Experience and Qualifications

• MSP-specific experience is required.
• Proficiency in Microsoft 365 Entra, Intune, SharePoint, and Microsoft Azure.
• Ability to quickly learn and retain new technologies and troubleshooting methods.
• Team-oriented mindset with the ability to thrive in a fast-paced environment.
• Strong multitasking skills and the capacity to prioritize client issues effectively.
• Outstanding problem-solving abilities and a commitment to exceptional customer service.
• Excellent written and verbal communication skills.
• Capability to lift up to 75 pounds (servers, computers, network hardware, cabling, etc.).
• Demonstrated ability to work independently within a collaborative, team-based setting.
• Personal transportation and a valid driver's license are required.

Required Skills

• MSP-specific expertise.
• Effective time management.
• Advanced proficiency in GPO management to ensure network security.
• Experience supporting and troubleshooting mobile devices.
• Comprehensive understanding of LAN configurations and troubleshooting.
• Knowledge of firewall setup and troubleshooting techniques.
• Ability to analyze technical issues and implement effective solutions.
• Proven background in desktop support and hardware/software troubleshooting.
• Familiarity with software deployment and patch management processes.
• Superior customer service skills for effective end-user interactions.
• Understanding of DNS configurations and troubleshooting.
• Expertise in virtualization technologies such as VMware or Hyper-V.
• Experience with Microsoft 365 Entra, Intune, SharePoint, and Azure.
• Background in cloud technologies, particularly AWS and Azure, Entra.
• Relevant IT certifications (e.g., CompTIA, Microsoft) are preferred.

Background Check Requirements

All successful candidates will be required to undergo a drug screening, fingerprinting, and fulfill all requirements of the Safe Environment Program.
Additionally, candidates must successfully complete an FBI/FDLE Level 2 Background check as mandated prior to employment.

Job Type

• This is a full-time position.

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Professional development assistance
• Vision insurance
• Bonus opportunities
• Holiday pay

Schedule

• Monday to Friday
• On call
• Weekends as needed

Job Type: Full-time

Pay: $50, $65,000.00 per year

Benefits:

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

Application Question(s):

• Our you willing to undergo a background check?
• Can you work overtime if necessary?
• What is your expected Salary?
• What IT certifications do you currently hold (e.g., CompTIA A+, Network+, Microsoft, Cisco)?
• Do you have at least 5 years of professional experience in IT systems administration or technical support roles?
• How many years of experience do you have in IT support or help desk roles?
• Describe your experience with troubleshooting Windows and/or macOS systems.
• Are you familiar with Active Directory, Azure/Entra ID, Office 365, and remote desktop tools? Please explain.
• Have you worked with ticketing systems (e.g., Autotask, Connectwise, Zendesk, Freshdesk, ServiceNow)? If so, which ones?
• Have you ever worked or currently work for another MSP?

Ability to Commute:

• Clearwater, FL Required)

Work Location: In person