Job Description

Support Engineer Job Description:

As a Support Engineer, you will be responsible for delivering exceptional customer service by implementing, maintaining, troubleshooting, and optimizing workstation and server hardware, software, network equipment, and connectivity. This role requires strong customer service orientation, excellent verbal and written communication skills, and a proactive approach to supporting clients effectively

Key Responsibilities:

• Serve as Tier III Engineer and final escalation point for mission-critical client issues, including major outages, security incidents, or infrastructure failures
• Participate in white-glove calls, especially during high-urgency or sensitive technical escalations, delivering calm, expert communication and resolution
• Deploy technical solutions to solve recurring issues, improve system performance, or implement new services for clients
• Analyze trends in ticket data or client feedback to identify areas for technical improvement and proactively address potential issues
• Troubleshoot network equipment such as switches, firewalls, and wireless access points
• Remediate compromised accounts via anti-virus/malware software
• Support various email systems (O365, GSuite) using SPAM filtering tools (Barracuda, Mimecast, Defender)
• Administer and maintain end-user accounts, permissions, and access rights (e.g., password resets, new user/workstation setups)
• Set up, install, and troubleshoot various products, including the Microsoft Office Suite and other Windows applications
• Provide third-party vendor management assistance
• Ensure that Service Level Agreements are met for all customers

Qualifications:

• 3-4 years of hands-on IT support experience in a similar role (deploying and troubleshooting Windows workstations and applications, supporting and maintaining Windows Server environments)
• Working knowledge of Windows Servers and Networking hardware protocols
• Strong documentation skills, producing accurate documentation related to client environments and issue resolution
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Keen attention to detail
• Ability to absorb and retain information quickly
• Highly self-motivated
• Proven analytical and problem-solving abilities
• Solutions-focused
• Ability to multi-task and organize and prioritize deadlines accordingly
• Always exhibit professional appearance and demeanor

Preferred Qualifications:

• College Diploma or Degree in Computer Science
• Experience working with third-party vendors
• Microsoft, CompTIA, Cisco, and other certifications

Soft Skills:

• Precise attention to detail and a high level of organization
• Excellent communication and interpersonal skills
• Highly self-motivated and directed
• Able to meet deadlines and follow clear instructions

Benefits:

• 401(k) and 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off immediately available upon hire
• Vision insurance
• In-office, hybrid, and remote schedules available!

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