Technical Support Engineer (Remote)

We are looking for a proactive and technically skilled Technical Support Engineer to join our IT team. The ideal candidate should have 3-5 years of experience in providing multi-tier technical support, managing Office 365 environments, and working with ticketing systems such as N-Able N-Central or Atera. The candidate must be well-versed in ITIL best practices and capable of handling client-facing technical discussions independently.

Key Responsibilities:

• Provide Tier I, II, and III support for hardware, software, and network-related issues.
• Administer and troubleshoot Office 365 services including Exchange Online, SharePoint, Teams, and OneDrive.
• Manage and resolve support tickets using N-Able N-Central or Atera ticketing systems.
• Maintain and support Windows Server environments, including Active Directory, DNS, DHCP, and Group Policies.
• Apply ITIL best practices in incident, problem, and change management processes.
• Conduct root cause analysis and implement preventive measures for recurring issues.
• Independently manage client meetings, providing technical updates and solutions.
• Create and maintain technical documentation, SOPs, and user guides.
• Collaborate with internal teams to ensure seamless IT operations and service delivery.
• Monitor system performance and proactively identify areas for improvement.
• Support onboarding/offboarding processes including account setup and access provisioning.
  
  
  

Required Skills & Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 3-5 years of experience in a technical support or systems administration role.
• Hands-on experience with Office 365 administration and troubleshooting.
• Proficiency in Windows Server and Microsoft infrastructure technologies.
• Experience with N-Able N-Central or Atera ticketing systems.
• Strong understanding of ITIL framework and multi-tier support operations.
• Excellent communication and interpersonal skills for client interaction.
• Ability to handle deep technical conversations and provide expert-level support.
• Microsoft certifications such as:
• Microsoft Certified: Modern Desktop Administrator Associate
• Microsoft 365 Certified: Enterprise Administrator Expert
• Microsoft Certified: Windows Server Hybrid Administrator Associate
  
  
  

Preferred Skills:

• Experience with remote monitoring and management (RMM) tools.
• Familiarity with PowerShell scripting for automation and system tasks.
• Exposure to cloud platforms like Azure or AWS.
• Knowledge of endpoint protection, backup solutions, and patch management.