Technical Support Engineer

About the Opportunity This role is not for individuals seeking a static environment supporting the same users, systems, and infrastructure daily. The organization is a Managed Service Provider established with a mission to deliver innovative IT infrastructure management for small- to mid-sized businesses. As the services continue to expand, there is an eagerness to find a Technical Support Engineer II (Systems Analyst) who embodies core values of teamwork, a growth mindset, integrity, and ownership. Key Responsibilities Client Support & Troubleshooting Resolve escalated support requests and complex technical issues. Handle break/fix issues, application installations, and user-level configuration changes. Troubleshoot Windows, macOS, Microsoft 365, networking, server, and cloud-related problems. Provide remote and onsite support for client environments. Infrastructure & Systems Administration Configure and support Windows Server environments. Assist with Hyper-V host setup, server administration, networking, and security tasks. Troubleshoot and deploy SonicWall firewalls. Manage networking switches and access points. Support Microsoft 365, Intune, Azure, Datto BCDR, SaaS Backup, and other modern technologies implemented across client environments. Team Collaboration & Mentorship Provide guidance and mentorship to Level I technicians. Collaborate with the technical team to deliver exceptional service to clients. Escalate tickets appropriately and contribute to shared technical knowledge. Documentation & Process Use Autotask ticketing system to document, monitor, update, and escalate tickets accurately and on time. Maintain and update the documentation platform so procedures, configurations, and client details remain current. Ensure clients receive clear, professional communication throughout the support process. Required Qualifications CompTIA A+ and/or Network+ required. If not currently held, it must be obtained within 6 months of employment. MD‑102 preferred. Technical Skills Strong knowledge of Windows 10/11 and macOS. Strong knowledge of Windows Server environments. Working knowledge of SonicWall firewalls, Datto Networking, and core networking concepts. Working knowledge of on-premise SharePoint administration. Working knowledge Microsoft 365 Office Suite and cloud services including Intune. Experience with Azure and/or AWS is a plus. Experience with Datto BCDR and/or SaaS Backup is a plus. Experience with VOIP telephony including Microsoft Teams is a plus. Professional & Soft Skills Exceptional written and verbal communication. Ability to work independently and collaboratively. Strong time‑management and organizational skills. Ability to lift and transport equipment. Additional Information Competitive salary: $30 - $35/hour. Quarterly bonus eligibility: Earn up to 4% each quarter by meeting departmental KPIs and Metrics. Comprehensive coverage: Medical, Dental, and Vision coverage. 401(k) plan with company matching and immediate vesting. Generous PTO, Paid company holidays, Dedicated Birthday PTO and additional floating holiday for extra flexibility. Educational reimbursement for certification tests and access to company-supplied training resources. Receive a salary increase after successfully completing approved certifications. Monthly cell phone stipend to support connectivity needs. Team culture: Fun events and opportunities to connect with colleagues. The hiring company is an equal opportunity employer committed to building a diverse and inclusive team.