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 initial triage, troubleshooting, and client communication. Focus on resolving workstation-level incidents, managing service ticket lifecycles, and documenting diverse computing environments.

Location: Remote (US-based, EST preferred)

Salary: $45,000 – $65,000

Company

A rapidly growing technology solutions provider focusing on Cloud, Cyber Security, Networking, Disaster Recovery, and Managed Services.

What you will do

• Provide first-contact remote technical support via phone, email, and chat in a professional manner.
• Perform initial triage and troubleshooting of single-user and system-impacting incidents.
• Analyze workstation-level incidents to identify root causes and apply troubleshooting methodology.
• Manage daily prioritization, coding, and routing of service incidents and requests.
• Coordinate communication between clients and engineers for complex escalations.
• Document diverse client computing environments and resolution paths within internal tools.

Requirements

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

Nice to have

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

Culture & Benefits

• "Work hard, play hard" environment designed for those seeking a long-term career.
• Access to guidance, training, and experience to develop valuable technical skills.
• Customer-centric corporate culture with a focus on next-generation services.
• Equitable compensation practices based on skills, experience, and location.