ABOUT THE ROLE:
We are seeking a motivated and customer-focused Support Engineer to join our Infrastructure Technology team. In this role, you will act as the first point of contact for all technical support issues across the business, providing timely and effective assistance to end users.
You will be responsible for triaging incoming requests, resolving common technical issues, and coordinating with colleagues across the Infrastructure and Engineering teams to escalate and remediate more complex problems. This role is ideal for someone looking to build their technical skillset in a collaborative, fast-paced, Cloud based technology environment.
Key Responsibilities
- Act as the first line of support for all IT-related queries via ticketing system, email, and in-person requests
- Troubleshoot and resolve day-to-day technical issues across hardware, software, and user environments
- Log, categorize, and prioritize support tickets, ensuring accurate and timely updates
- Escalate complex or unresolved issues to the appropriate Infrastructure or Engineering teams, providing clear context and diagnostics
- Work closely with senior engineers to support issue resolution and learn troubleshooting best practices
- Assist with root cause identification by gathering relevant information and documenting findings
- Support and maintain end-user devices including laptops, desktops, mobile devices, and peripherals
- Assist with user account setup, access requests, and permissions in line with security policies
- Contribute to maintaining accurate documentation, knowledge base articles, and standard procedures
- Provide clear and professional communication to users, ensuring a high level of customer service
- Support onboarding and offboarding processes for employees
- Participate in team projects such as system rollouts, upgrades, and process improvements as required
Qualifications, Skills and Experience:
- A minimum of two years' experience supporting Windows in a corporate environment
- Basic understanding of Active Directory & Azure Active Directory, Microsoft 365 products, and user account management
- Familiarity with ticketing systems or IT service management tools
- Understanding of basic networking concepts
- Exposure to endpoint management tools is a plus, as is a basic understanding of PowerShell, SQL, and SQL Server
- Willingness to learn and develop technical skills across infrastructure and cloud technologies
- Ability to be in the office 5 days a week most weeks
Our ideal candidate has...
- A strong customer service mindset with a helpful and approachable attitude
- Good communication skills, with the ability to explain technical issues clearly to non-technical users
- Strong organizational skills and attention to detail
- A proactive and curious approach to learning and problem solving
- Ability to manage and prioritize multiple requests in a fast-paced environment
- A collaborative mindset and willingness to work closely with team members to resolve issues
- Eagerness to grow into a more advanced technical support role over time
WHAT WE OFFER:
- Total compensation (base salary plus bonus target) between $75,000 and $100,000
- Comprehensive Medical, Dental and Vision coverage with premiums fully funded by the company
- Paid time off of 20 days per year, increasing with tenure, plus 5 sick days, and paid holidays
- 401K Match up to 4%
- Annual wellness benefit up to $600
- Variety of paid leave policies
- Daily lunch when working from a Nephila office
