Systems Engineer (IT Support)

TL;DR

Systems Engineer (IT Support): Providing first-contact remote technical support for network, server, and end-user systems with an accent on triage, troubleshooting, and incident management. Focus on performing rapid analysis of workstation-level incidents and coordinating communication between clients and engineers to ensure prompt resolution.

Location: Shift is Monday - Friday from 8 AM - 5 PM PST (11 AM - 8 PM EST)

Company

hirify.global is a technology solutions provider focusing on Cloud, Cyber Security, Networking, Disaster Recovery, and Managed Services.

What you will do

• Provide first-contact technical support via phone, email, and chat in a professional and empathetic manner.
• Perform initial triage and root cause analysis for single-user and system-impacting workstation incidents.
• Manage the daily prioritization, coding, and routing of service incidents and requests.
• Communicate technical issues clearly to both technical and non-technical audiences.
• Escalate complex issues to engineers based on time, complexity, or required skill level.
• Document diverse client computing environments and maintain accurate support tickets.

Requirements

• 2–3 years of IT support experience in a help desk or service desk environment (MSP experience preferred).
• Proficiency supporting Windows 10/11, macOS fundamentals, and Microsoft 365 (Outlook, Teams, OneDrive).
• Working knowledge of Active Directory/Entra, TCP/IP, DNS, and DHCP.
• Experience with ticketing systems (e.g., ServiceNow), remote support tools (e.g., Kaseya, Ninja), and RMM platforms.
• Strong customer service focus and excellent written and verbal communication skills.
• Availability to work after hours or participate in on-call rotations as required.

Nice to have

• CompTIA A+ or Network+ certifications.
• Microsoft 365 Fundamentals (MS-900) certification.
• ITIL Foundation (v4) certification.

Culture & Benefits

• "Work hard, play hard" corporate environment.
• Strong focus on career development and providing training to build lucrative professional skills.
• Customer-centric approach with an emphasis on next-generation technology services.