Technical Support Engineer - IT Solutions
Core
Diagnose and resolve hardware, software, and networking issues for clients in hybrid and cloud environments while managing support tickets and documentation.
Role type
Technical Support Engineer (IT Solutions)
Builds
IT support services and documentation for MSP clients
Domain
IT Services / Managed Services Provider
Deliverable
client delivery
Required skills
hardware troubleshooting, software troubleshooting, networking troubleshooting, cloud platform support, identity management, virtualization support, backup system support, technical documentation, SLA management, customer service
Preferred skills
MSP experience, CompTIA A+/N+ certification, Microsoft MS-900/AZ-900 certification, Cisco CCNA certification, VMware expertise, AWS/Azure familiarity, security solutions knowledge
Technologies
AWS, Active Directory, Azure, Cisco, Hyper-V, macOS, Microsoft 365, Office 365, VMware, Windows
Responsibilities
Manage and prioritize incoming support tickets to meet SLA expectations. Diagnose and resolve hardware, software, and networking problems across Windows, macOS, cloud, and hybrid systems. Provide support for identity management, virtualization, backup systems, and cloud services. Clearly communicate complex technical concepts to non-technical clients. Create, update, and manage technical documentation, SOPs, and knowledge base articles. Collaborate with team members and escalation engineers to address intricate issues. Engage in ongoing improvements of support processes, workflows, and automation practices.
Seniority
Individual Contributor