Technical Support Engineer

Tier 2/3 Support Engineer (AI Operations Acceleration Track)

Location: Portland, Maine (Onsite)

About Netsurit

Netsurit is a global Managed Services Provider helping organizations grow, innovate, and secure their businesses through technology.

We operate across the US and South Africa with a clear purpose:

Supporting the Dreams of the Doers

We’ve been:

• Named to the Inc. 5000 fastest-growing companies (4 years running)
• Recognized in the MSP 501 for 15 years

Role Overview

This is not a traditional Tier 2/3 role.

This role is designed for IT support professionals who want to accelerate their careers into AI-driven operations.

You will operate as a strong Tier 2/3 engineer while participating in our:

AI Operations Acceleration TrackWhat This Means

You are not just supporting IT systems.

You are learning how to:

• Use AI to accelerate support delivery
• Build and deploy AI agents
• Automate workflows
• Support AI-enabled environments
• Operate next-generation AI systems

What You’ll Do

• Design and implement projects based on client requirements and scope
• Perform infrastructure security analysis and reporting
• Create client documentation and policy design
• Manage incidents, problems, and service requests using ITIL best practices
• Apply Change Management where necessary
• Deliver technical workshops and mentor junior team members
• Stay ahead of emerging technologies and AI-driven solutions

AI Operations Acceleration Track

• Work with 50 LLMs:
• Claude
• Gemini
• ChatGPT
• Build AI workflows and automation
• Develop internal tools and agents
• Use AI to solve real support challenges
• Participate in weekly training sessions with AI leaders

Training & Mentorship

You will receive direct exposure to:

• Dr Jan van Niekerk
• Dr Alex Heublein
• Netsurit’s Innovate AI leadership team

What We’re Looking ForRequired:

• 6 years in a similar role (Technical support)
• Formal IT qualifications (Microsoft role-based certifications preferred)
• Hands-on experience with Microsoft technologies: Office 365, Microsoft 365, Azure, Hyper-V / VMware
• Strong knowledge of TCP/IP networking, VLANs, firewalls, managed switches, and routers
• Solid understanding of network security, malware/ransomware prevention
• Familiarity with ITIL Framework and ITSM systems
• Minimum 1-year onsite experience at a client location
• Passion for IT, strong problem-solving skills, and eagerness to learn and grow

Ideal Traits:

• Customer-obsessed
• Curious and self-driven
• Comfortable learning quickly
• Not afraid of hard work
• Interested in AI and emerging technologies

⚠️ Important

This role is not for you if:

• You are only looking for the highest salary
• You prefer a low-effort environment
• You are not interested in AI
• You are not willing to grow and stretch

🚀 Career Path

Top performers will have the opportunity to grow into:

• AI Operations Engineer
• AI Support Lead
• Innovate AI Team

🌟 Why Join Netsurit

• Be part of a high-performance global team
• Gain exposure to cutting-edge AI tools
• Build future-proof skills
• Work in a fast-growing, innovative environment

📩 Apply Now

Tell us:

• Your experience
• Your interest in AI
• Why you want to join this journey

The future of IT support is being rewritten. This is your opportunity to be part of it.