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Support Engineer (2nd Shift)


You’ll work closely with the existing team and with dedicated onsite and remote clients, providing IT, MIS, and Microsoft 365 products and support services. You will act as a liaison with clients on administrative and technical matters for assigned projects.


  • Answer, troubleshoot, resolve and/or escalate support tickets following the guidelines and procedures.
  • Assist in instructing clients in operation and maintenance of systems/equipment.
  • Troubleshoot various issues such as internal questions/requests raised (Password request, ticket investigation, researching vendor position), client issues or questions.
  • Properly gather information and document all trouble tickets in the RMM as outlined by the department policies and procedures.
  • Maintain and troubleshoot network infrastructures, VPNs, and remote access systems.
  • Responsible for escalating non-routine technology issues to the appropriate help desk staff member for resolution or further escalation.
  • Configure, support and deploy end-user devices such as computers, printers, A/V systems, etc.
  • Documentation of all application support procedures for both internal and external developed software.
  • Provide hardware and software support including client orientations and training


  •  4-year university degree – Computer Science or other technical-related field preferred
  • 4+ years experience as a Field Technician or similar support role
  • Experience supporting Active Directory, Exchange, System Center, and Office 365 environments
  • Experience with Office 365 implementations including Exchange Online migrations
  • Experience with RMM and PSA tools (ConnectWise, LabTech, Kaseya, Ninja, or related software)