IT SUPPORT ENGINEER

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.