Senior Technical Support Engineer

Job Description

Job Description

ComTech Systems is seeking a Senior Technical Support Engineer to join our growing team in Gaithersburg, MD. The ideal candidate is a skilled IT professional who enjoys solving complex technical challenges, supporting SMB client environments, and delivering exceptional customer service. This role serves as an escalation resource for advanced IT and Voice issues, implements technical projects, and helps drive continuous improvement across our service operations. Experience with Microsoft technologies, VoIP platforms, networking, cybersecurity, and cloud solutions is essential.

If you are interested in this position, after submitting your resume, call Courtney at View phone number on ziprecruiter.com.

About Us:

ComTech Systems is a family-owned small business located in Gaithersburg, MD. We are a full-service provider of Voice and IT solutions to SMB organizations. We have earned an outstanding reputation for quality service by maintaining a team of hardworking professionals with a focus on exceeding our customers’ expectations.

We value and reward:

·     Respect 

·     Service Excellence 

·     Growth and Education 

·     Team-Oriented Collaboration 

·     Accountability 

·     Innovation

Our Mission: 

To provide customized IT solutions, delivered by knowledgeable and dedicated professionals in order to increase our clients efficiency, security, and profitability.

Responsibilities:

• Troubleshoot and resolve escalated desktop, server, network, cloud, and VoIP issues. 
• Support Microsoft 365, Azure, Windows Server, Active Directory, networking, security, and backup solutions. 
• Perform upgrades, migrations, deployments, and project work. 
• Diagnose root causes and implement long-term solutions. 
• Assist with technical planning, recommendations, and client projects. 
• Provide guidance to Tier 1 technicians. 
• Perform onsite support, installations, and project work as needed. 
• Maintain accurate ticket notes, time entries, and documentation. 
• Follow procedures while helping drive continuous improvement. 
• Participate in after-hours maintenance and on-call support as needed.
• Log detailed activities, track calls/requests utilizing ticketing software, and maintain historical records related to problem documentation and resolution
• Assisting colleagues as necessary

Requirements:

• 3+ years of IT support experience, preferably supporting SMBs in an MSP environment.
• Strong troubleshooting skills across Microsoft 365, Azure, Windows Server, Active Directory, networking, firewalls, VoIP systems, cybersecurity, backup, and cloud technologies.
• Experience supporting switches, wireless networks, VPNs, virtualization platforms, and endpoint security solutions.
• Ability to resolve escalated technical issues and manage multiple priorities effectively.
• Excellent communication, customer service, and organizational skills.
• Self-motivated, dependable, and team-oriented.
• Ability to document processes and communicate technical concepts effectively.
• Strong sense of discretion, confidentiality, and professionalism.
• Ability to stay calm and solution-focused when customers are stressed or upset.
• Proactive mindset focused on accountability and continuous improvement.
• MSP and ConnectWise experience strongly preferred.
• Experience supporting Zultys, Metaswitch, or Netsapiens VoIP platforms is a plus
• Experience with WatchGuard security solutions, Ubiquiti networking, and AI-powered business tools is a plus.
• Relevant technical certifications are a plus (Microsoft, CompTIA, Cisco, or cybersecurity).

Working Hours:

Monday - Friday 8am-5pm (with a one-hour lunch break).
Occasional after-hours support, maintenance windows, and participation in an on-call rotation may be required.

Compensation: 

$60,000 - $75,000 annually, based on experience, certifications, and qualifications.