Qualifications

• 5+ years of experience in IT support and engineering for Windows environments
• Proven experience in an MSP environment as a senior technical engineer
• Current certifications in Microsoft, Azure, or cloud computing, and CCNA
• Advanced knowledge in managing Active Directory Domain environments
• Strong communication skills with a focus on customer advocacy
• Attention to detail with a knack for problem-solving
• Proficiency in networking, including both on-premise and cloud-based solutions

Responsibilities

• Advocate for customer satisfaction and technical excellence
• Document and update internal knowledge bases and standard operating procedures
• Identify root causes by asking insightful questions and listening to customer feedback
• Empower customers through effective problem-solving processes
• Train incoming staff and share knowledge with team members
• Report significant and recurring technical issues
• Participate in after-hours escalation on-call rotation

Benefits

• Fully remote position available from anywhere in the United States
• Opportunity to shape customer support processes
• Engage in a supportive and innovative team culture
• Work in a growing company with an expanding team
• Participate in ongoing professional development and training