Network Support Engineer

Core responsibilities

Provide phone, remote, email, and in-person support for Windows computers, Macs, Android tablets, iPhones, iPads,

Microsoft 365, Panasonic Toughbooks, printers, peripherals, Yeastar phones and clients, Bitdefender endpoint protection,

user accounts, and common network-access issues.

Diagnose incidents methodically: confirm symptoms and scope, assess business impact, review recent changes, test likely

causes, document findings, apply an approved fix or workaround, and verify the outcome with the user.

Manage competing priorities by balancing ticket age and SLA targets with operational impact, including dispatch

interruptions, branch-wide outages, onboarding deadlines, and multi-user incidents.

Communicate in clear, respectful language; set expectations, provide useful updates, schedule follow-up, and confirm service

restoration before closure.

Create and maintain practical knowledge articles, setup checklists, and standard troubleshooting steps for recurring issues.

Kaseya Autotask service-desk ownership

Create complete tickets with the requester, site, affected user or asset, symptoms, business impact, urgency, start time, and

relevant evidence.

Apply accurate categories, priorities, queues, statuses, assignments, contacts, assets, and resolution codes; keep every

active ticket in an honest status.

Monitor response and resolution targets, aging, due dates, pending reasons, and escalation thresholds throughout the day;

act before a ticket breaches its SLA.

Enter time promptly against the correct ticket and work type. Write chronological notes that another technician can continue

without re-interviewing the user.

Close tickets only after recording the fix or workaround, validation performed, user communication, root cause when known, and any follow-up or preventive action.