Primary Responsibilities
*Provide technical support for hardware, software, operating systems, and network-related issues across SMB environments.
*Deliver remote technical support and perform occasional on-site visits to client locations in Williamson County and the greater Nashville metropolitan area.
*Install, configure, maintain, and troubleshoot Windows desktops, laptops, servers, and endpoint devices.
*Administer and support Active Directory, Microsoft 365 (Office 365), user accounts, permissions, and related services.
*Assist with firewall configuration, network connectivity, and security troubleshooting, preferably using Fortinet solutions.
*Diagnose and resolve LAN/WAN connectivity issues, hardware failures, software errors, and other IT infrastructure problems.
*Monitor, maintain, and support client IT environments to minimize downtime and improve system reliability.
*Collaborate with the technical support team to escalate complex technical issues and implement effective solutions.
*Maintain accurate documentation of technical issues, troubleshooting steps, configurations, and resolutions.
*Communicate technical information clearly to clients and provide timely updates on service requests.
*Manage support tickets and prioritize tasks to meet established service-level agreements (SLAs).
*Follow IT security best practices and established procedures for system maintenance and troubleshooting.
Required Qualifications
*Hands-on experience providing IT support for Windows-based desktops, laptops, servers, and networking environments.
*Working knowledge of Active Directory, Microsoft 365 (Office 365), user management, and Windows administration.
*Familiarity with network troubleshooting, including TCP/IP, DNS, DHCP, LAN/WAN connectivity, and related technologies.
*Basic experience with firewall administration and network security; Fortinet experience is preferred.
*Strong hardware and software troubleshooting skills.
*Excellent customer service, communication, and problem-solving abilities.
*Professional demeanor and experience communicating with business users and non-technical stakeholders.
Preferred Qualifications
*Previous experience working for a Managed Service Provider (MSP).
*Experience supporting multiple SMB IT environments.
*Familiarity with remote monitoring and management (RMM) tools, professional services automation (PSA) platforms, and ticketing systems.
*Knowledge of endpoint security, system backups, patch management, and IT infrastructure best practices.
IT Support Engineer in Undefined at Unknown Company
This position is listed as full time and able to be worked remotely.