Qualifications

• 5+ years of experience in Windows support and engineering, across on-premise and cloud environments.
• Current certifications in Microsoft, Azure, or CCNA, demonstrating up-to-date technical knowledge.
• Proficient in managing Active Directory Domain environments, crucial for enterprise-level support.
• Excellent communication skills for effective customer interaction and problem resolution.
• Strong attention to detail and interest in systematic problem-solving, beneficial for diagnosing complex issues.
• Proven experience in a senior technical engineering role, particularly in a Managed Service Provider (MSP) environment.

Responsibilities

• Advocate for exceptional customer satisfaction throughout all interactions.
• Provide technical excellence in resolving issues related to systems, software, and hardware.
• Document and update internal knowledge bases, standard operating procedures, and wiki content.
• Engage in active problem-solving with customers, guiding them to resolve issues independently in the future.
• Report significant and recurring technical issues to improve service delivery.
• Participate in training programs for incoming staff to ensure knowledge transfer.
• Take part in the after-hours escalation on-call rotation to provide continuous support.

Benefits

• Fully remote work opportunity from anywhere in the United States.
• Collaborative team environment with a strong emphasis on customer service excellence.
• Access to ongoing training and development resources for skill enhancement.