Support Engineer

Premier provider of IT Solutions throughout the southeast is seeking a Support Engineer to become an integral part of our team!

We are looking for a Support Engineer for our team to maintain and support our growing client base’s technologies. You will be part of an engineering team that is responsible for maintaining high availability technology architectures that meet specific business objectives and SLA’s.

Key Accountabilities:

• Providing tech support to clients with a focus on quick resolution of incidents, and high client satisfaction.
• Analyzing, troubleshooting, and resolving hardware, operating system, and application issues.
• Liaising with vendors, suppliers, and internal teams.
• Keeping our client and related internal documentation up to date.
• Continuously learn the latest technical best practices to improve efficiency.
• Escalation of tickets as per our escalation process.
• Work within established configuration and change management policies to ensure awareness, approval and success of changes made to client network infrastructure.

Technical Requirements:

• Strong understanding, troubleshooting skills and hands on working knowledge of:
• Microsoft Azure, Microsoft 365, and related cloud applications
• Microsoft Windows Server Operating systems and Microsoft Application servers
• Microsoft Windows Desktop Operating systems and Microsoft Applications
• VMWare ongoing support
• Hands on working knowledge of IP routing and switching including VLAN, DHCP, MPLS, VPN, SD-WAN when troubleshooting issues on routers, switches, and firewalls
• Basic knowledge and understanding of PowerShell scripting
• Basic knowledge of information security and best practices
• Experience with CIS Controls or NIST a plus
• Experience in ConnectWise Automate, Manage, SonicWALL GMS, and Logic Monitor a plus
• Use of monitoring systems for resource utilization and trending to ensure system availability

Other Requirements:

• MSP or Service Provider Support: 2-3 years
• Strong verbal and written communication skills
• Strong interpersonal and customer service skills
• Strong organizational skills and attention to detail
• Ability to engage, quickly develop trust and build positive relationships with stakeholders
• Client-centric, always puts the client at the heart of everything we do
• ·Professional, self-motivated, and completer-finisher approach to work

Location(s): Charlotte - Charleston

• Occasional travel to our offices or client locations
• Driver's License required