IT Support Engineer

IT SUPPORT ENGINEER

Troy, NY

Fusco Personnel is recruiting for a resourceful, hands-on IT professional to join our client as an IT Support Engineer , supporting the desktops, servers, network equipment, and applications that keep our customers up and running. This role handles everything from routine end-user issues to more complex break/fix incidents that call for deeper knowledge of servers, virtualization, and networking, and is expected to resolve the majority of requests independently while meeting agreed service levels. Beyond incident response, this person also handles maintenance, updates, and system upgrades across a variety of customer environments. Success in this role comes down to two things: sharp technical skills and a genuine passion for taking care of people.

Responsibilities:

• Provide day-to-day IT support to customers following established support procedures.
• Monitor inbound phone and ticket queues, responding within agreed service levels.
• Monitor escalated ticket queues and respond within agreed service levels.
• Keep ticket notes clear, detailed, and easy for other team members to follow.
• Maintain and update internal and customer-facing documentation.
• Look for ways to cut down on repetitive ticket volume so customers are served more efficiently.
• Contribute to a shared knowledgebase used across the support team.
• Provide onsite support at customer locations as needed.
• Confirm receipt of new issues quickly so customers know their request is being handled.
• Write thorough, well-crafted notes so each issue can be handled correctly throughout its lifecycle.
• Follow through until each issue is fully resolved to the customer's satisfaction.
• Proactively ask about and address any additional needs a customer may have.
• Acknowledge and begin work on escalated cases within 30 minutes of creation.
• Aim to resolve at least 95% of cases within 30 minutes of total work time.
• Resolve a minimum of 12 tickets per day.
• Update each case with detailed notes whenever work is performed, and proactively update customers on status.
• Include enough detail on escalated cases that senior engineers can pick them up without needing to ask follow-up questions.
• Track case details accurately to support dependable, useful reporting.

Required Qualifications:

• Demonstrated, independent proficiency with Microsoft operating systems, including current server operating systems.
• Demonstrated, independent proficiency with IP networking, including firewalls, switches, and wireless technologies.
• Demonstrated, independent proficiency with VMware.
• Demonstrated, independent proficiency with remote monitoring and management tools.
• Experience with Microsoft 365, Google Workspace/Gmail, and antivirus software.
• Experience with backup solutions.
• Experience delivering high-quality customer service in a technical support setting.
• Experience supporting customers directly by phone and electronic communication.
• Valid driver's license.

Preferred Qualifications:

• Around 3 years of hands-on troubleshooting experience.
• Around 3 years of experience supporting Windows environments.
• Experience with accounting or tax preparation software platforms.

Location:  Based in or near Albany, NY.

Travel:  Regular travel to customer sites is required.

Status:  Full-time, in person.

Pay:  $55K to 75K, plus benefits (401(k), medical/dental/vision, life insurance, paid time off, professional development assistance, tuition reimbursement, and more).

Fusco Personnel takes great pride in successfully matching talent and culture for our valued clients.  We accomplish this through the hard work and expertise of our exemplary specialty recruiters and staff.

Whether you are contemplating your next career move, or you are seeking the key players to bring your business to the next level – consider contacting our experts.

Fusco Personnel is a NYS Certified Women Business Enterprise (WBE) and an Affirmative Action/Equal Opportunity, Race/Gender/Veterans/Disability Employer