Overview:
We are seeking a skilled and proactive Senior IT Systems & Network Support Engineer to join our team as an escalation point for technical issues. This role requires a customer-focused individual with a strong systems background, solid networking experience, and the ability to solve complex issues efficiently. The ideal candidate thrives in a fast-paced environment, enjoys learning new technologies, and is passionate about providing excellent client support.
Responsibilities:
- Act as Tier 3 escalation support for internal and client-facing technical issues.
- Troubleshoot and resolve complex problems related to:
- Drive space and server performance
- Internet connectivity and network performance
- Microsoft 365 and Azure services
- Firewall and switch firmware upgrades
- Application performance issues (e.g., SAP, SAGE)
- Microsoft Teams issues (camera, microphone, general performance)
- Perform network diagnostics and troubleshooting, including:
- Firewall rule and VLAN configuration
- Switch configuration and performance tuning
- Connectivity issues across LAN/WAN
- Provide hands-on Windows Server administration and support.
- Manage and support O365 services and Azure AD.
- Work collaboratively with team members and vendors to resolve technical incidents and problems.
- Maintain accurate documentation and contribute to a knowledge base for recurring issues.
Required Qualifications:
- 4+ years of IT support experience (5+ years strongly preferred)
- Previous experience in an Escalations support role
- Strong background in client/customer support with a customer-first mindset
- Proficiency in troubleshooting network connectivity, VLANs, and firewalls
- Experience configuring and supporting network switches (Cisco preferred)
- Firewall experience (Sophos preferred, other vendors acceptable)
- Strong hands-on knowledge of Windows Server environments
- Solid experience with Microsoft 365 and Azure troubleshooting
- Ability to work independently and as part of a team in a high-pressure environment
Preferred Skills:
- Cisco certifications or proven Cisco switch configuration experience
- Experience with Sophos XG or similar firewall platforms
- Familiarity with SAP, SAGE, or other enterprise applications
- Strong documentation and communication skills
Interview Process:
- Video Interview (via Microsoft Teams): Culture fit and brief technical assessment
- In-Person Interview: Deeper technical dive and team interaction
- Offer
What We're Looking For:
We're not just looking for someone who can solve problems—we want a curious, proactive team member who is always looking to improve their skills, adopt new technologies, and help others do the same.
