Support Engineer I

Job Description

Specific responsibilities include:

Answer incoming calls, emails, and chat messages in a timely and professional manner.

Actively listen to customer issues and questions, ensuring a clear understanding of their needs.

Troubleshoot and resolve basic technical issues related to systems, networks, and applications.

Provide exceptional customer service by addressing client inquiries and concerns.

Provide onsite support to clients for issues that require physical presence.

Required skills:

1 - 2 years of MSP Technical Support or 2 - 3 years of IT experience

Knowledge of Windows and MacOS Desktop Operating Systems.

Knowledge of Active Directory and Entra ID

Experience with troubleshooting hardware and software issues remotely.

Experience developing and maintaining documentation.

Experience with change management, and customer service.

Ability to work on multiple assignments simultaneously.

Preferred skills, certifications, and/or experience:

Must have strong verbal, written, and interpersonal communication skills

Ability to obtain and maintain industry standard professional-level certifications such as below:

Cloud solutions: M365, Azure, AWS

Virtualization: VMware, Citrix, Hyper-V

Microsoft: Windows Server, MCSA

Networking: Network+, CCNA, CCENT

Education:

High School diploma or GED equivalent required

Bachelor’s degree in information systems/computer science or 1+ years applicable help desk role preferred.

Experience with Datto RMM and Autotask is a plus

Experience with a Managed Service Provider (MSP) is a plus

Additional Information:

Travel: Local travel; up to 30%, as needed for field visits to support our clients

Work Week: Full-time/Exempt (40+ hours /week) / Some on-call may be required

Physical demands: Must be able to sit, stand, and bend for the duration of shift. The position is mainly sitting, with occasional lifting up to 75 lbs, such as laptop, server equipment, and, driving to the work site to meet with client(s).Company Description

Join our team at NetworkElites dba ITWorks365, a leading IT Managed Services Provider committed to delivering cutting-edge solutions that drive business success. At NetworkElites, we pride ourselves on fostering a dynamic, innovative, and inclusive work environment where every team member plays a vital role in our mission to empower businesses through robust, scalable IT infrastructure.

We're not just about technology; we're about people. Our culture is built on collaboration, continuous learning, and a shared passion for solving complex challenges. As part of our team, you'll have the opportunity to work on diverse projects, expand your skillset with the latest technologies, and contribute to meaningful solutions that make a real difference for our clients.

We believe in nurturing talent and promoting from within, offering ample opportunities for professional growth and career advancement. Whether you're an experienced IT professional or just starting your career, NetworkElites is the place where your work is valued, your contributions are recognized, and your professional development is taken seriously.

Join us and be part of a forward-thinking company where innovation, integrity, and customer satisfaction are at the heart of everything we do.