Technical Support Engineer


The number one goal of everyone in our team is to make our Clients exceptionally happy. The Technical Support Engineer plays an important role in making sure that happens.

The Technical Support Engineer handles escalated support requests for the Service Delivery Team. They are assigned the support requests that the Technical Support Technician can’t handle.

When help is needed the Technical Support Engineer can turn to the Service Manager for guidance and support.

Responsibilities & Tasks

Customer Service

  • Work on and resolve escalated Service Tickets
  • Delight our Clients with a Friendly, Quick, and Helpful Experience
  • Provide the Client with advanced remote and On-Site troubleshooting
  • Provide the Client with on-site installation & removal of equipment
  • Remote and On-Site Hardware Maintenance and Support

Use of Our Ticketing System

  • Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
  • Managing and recording all work through our Ticketing System
  • Make sure that Client Documentation is well maintained and up to date
  • Split tickets that have several issues into their own individual ticket
  • Make sure that tickets aren’t “stale” throughout the process

Use of Our Monitoring & Management Tool

  • Review RMM dashboard and apply remediation actions as indicated by our Processes
  • Review regularly scheduled/automated actions as indicated by our Processes

Project Work

  • Participate in the delivery of projects either on-site or remotely

Communication, Reporting, & Risk

  • Escalate tickets that require Service Manager support
  • Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
  • Submit Timesheets & Expense reports as indicated on their SOPs
  • Identify, Communicate, and Mitigate potential risks to the Service Manager and Clients

Team Work

  • Mentor the Technical Support Specialists Team Members
  • Follow the schedule provided by the Service Manager or Service Coordinator
  • Follow Standard Operating Procedures (SOPs) for daily/weekly recurring tasks
  • Follow all our Security Procedures and Keep a Vigilant Eye for Security Issues
  • Identify opportunities for improvement and make constructive suggestions for change
  • Contribute to the process of innovative change effectively
  • Undertake other duties as required by the Service Coordinator, Service Manager or CISO

Skills & Attributes


  • A love of (and ability to) Solve Problems & Challenges
  • A deep desire to deliver an amazing Client Experience
  • Great Communications skills, founded on being a good listener
  • Advanced understanding of support tools, techniques, and how technology is used to provide services
  • Advanced understanding of operating systems, business applications, printing systems, and network systems
  • Advanced diagnosis skills of technical issues related to end-user hardware & software and network devices
  • Advanced experience and knowledge of working with the Microsoft 365 Platform
  • Must be able to type quickly and accurately while talking on the phone
  • A deep desire to deliver an amazing Client Experience
  • Advanced knowledge of IT Applications, Software & Hardware
  • The ability to speak both Geek and human
  • Valid Drivers license
  • The ability to keep up with & adapt to the fast-paced

Nice To Have

  • Experience using a Ticketing system / RMM Tool and PSA software
  • Experience providing support via remote tools
  • Experience handling Technical Service Tickets
  • Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.
  • Client Experience Certifications such as Helpdesk Habits etc.
  • Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business.



Sound like you? Apply Today.