Senior IT Support Engineer

Technology One, LLC has an immediate opening for a Senior IT Support Engineer. The ideal candidate will have extensive experience providing IT support in a Managed IT Service Provider (MSP). The candidate will serve as the final escalation point for the team and will support several clients in different vertical markets. The candidate will be expected to work hardware and software support tickets to completion with minimal supervision. Some travel to client sites in Georgia and other parts of the US will be required for onsite projects, training or events and is not expected to exceed 60 days per year. Georgia residency is required as most travel is within Georgia.

Duties:

• Manage several platforms to monitor client computers, networks, Office 365 / Entra, and other related systems
• Manage security-related projects and provide clients advice to improve their security posture
• Assist users seeking technical assistance with Windows, Active Directory, Office and numerous 3rd party line of business applications
• Work all assigned service tickets to completion as the final escalation point within the company
• Direct on-site smart-hands resources when needed
• Routinely update ITGlue documentation platform with information regarding procedures, applications, client networks and vendors
• Proactively engage internal and external resources (vCIO, inside sales, software vendors, etc.) for business decisions, quotes and other needs
• Fully document issue and resolution in ConnectWise PSA ticket
• Comply with federal and state regulations as well as company and client policies regarding confidential information

Required Skills & Certifications

• Advanced proficiency in security concerns relevant to small businesses such log monitoring, RBAC and real-time response to active threats
• Ability to quickly perform root cause analysis and research issues using manuals, KB articles, forum posts and other technical resources
• 5 years experience working for an MSP, outsourced IT provider or internal IT department
• Able to speak, read, and write English at a high school graduate level
• Excellent customer service skills, listening skills and telephone manner
• Advanced proficiency with Microsoft Windows, Microsoft Active Directory, Microsoft 365 / Entra administration, PowerShell and the Windows Registry
• Advanced proficiency with network hardware (switches, access points, routers, etc.)
• Type 40 WPM
• High School Diploma

Desired Skills & Certifications

• Associates or Bachelor’s degree in IT/IS field
• A , Network , MCSA or other network administration certifications
• 10 years experience working for an MSP or outsourced IT provider
• Spanish language fluency
• Advanced proficiency with Microsoft SQL administration, Microsoft SQL queries and RMM scripting
• Experience with Sonicwall and Unifi network equipment
• Experience supporting HIPAA and Local Government environments

Working Conditions

• Company laptop and desk phone will be provided
• Must have a high speed, terrestrial (no hot spot or satellite) internet connection with at least 50 Mbps download, 5 Mbps upload and <50ms ping to our data center in Atlanta
• Network must be free of gaming and other bandwidth-intensive activities during working hours to ensure that VOIP call quality is optimal
• Must fully-dedicate attention to duties during working hours (8am – 6pm weekdays)
• Must not have any conflicting responsibilities including the care of children or other family members during working hours
• Must not have any secondary jobs that require attention during working hours
• Must have a quiet and distraction-free workspace where business calls and on-camera meetings can be made without any background noise
• If the candidate prefers and one exists nearby, a co-working or small office space may be provided

Pay depends upon experience

Job Type: Full-time

Pay: $90,000.00 - $120,000.00 per year

Benefits:

• Health insurance
• Paid time off
• Retirement plan

Experience:

• Windows Active Directory: 5 years (Required)
• PowerShell: 5 years (Preferred)
• Microsoft 365 / Azure Active Directory: 2 years (Required)
• Outsourced IT or MSP (supporting multiple SMBs at once): 5 years (Preferred)

Work Location: Hybrid remote in Americus, GA 31709

Salary : $90,000 - $120,000