Support Engineer

Key Responsibilitie Support & Ticket Management

• Ensure synchronization, accuracy, and completeness between the client's Solar Winds ticketing system and neteffect technologies' Connect Wise Manage platform
• Troubleshoot and resolve a wide range of Tier 1 and Tier 2 technical issues to minimize downtime
• Support tickets originating in Solar Winds as well as automation and monitoring tickets in Connect Wise
• Create tickets on behalf of end-users when necessary and ensure all work is properly documented
• Collaborate with client staff and the neteffect technologies support team to prioritize and resolve requests efficiently

Device & Application Support

• Manage Windows and MacOS endpoints using our RMM tools
• Install and configure laptops, desktops, peripherals, and conference room technology
• Coordinate with third-party vendors to resolve technical issues
• Onboard new users with account setup, workstation configuration, and initial training

Network, Systems, and Infrastructure Support

• Share co-responsibility (with neteffect technologies) for installation, maintenance, diagnosis, and repair of network equipment, point-of-sale systems, Microsoft 365, and other infrastructure
• Work to maintain network uptime across all client locations, proactively communicating interruptions or risks to stakeholders
• Apply change management best practices when implementing production system changes
• Assist with client projects and department initiatives, meeting established timelines and communicating adjustments when required

Security Support

• Assist with deployment, configuration, and troubleshooting of security tools as directed by client IT leadership
• Work with neteffect technologies and security vendors to monitor alerts and assist in response efforts
• Support implementation of cybersecurity policies and procedures, including PCI compliance for point-of-sale systems

Documentation & Reporting

• Maintain up-to-date records of IT processes, system configurations, and ticket workflows in conjunction with neteffect technologies
• Deliver reports including ticket activity, end-user support metrics, and ticketing system synchronization compliance

Communication & Relationship Management

• Serve as the primary point of contact for day-to-day IT needs
• Keep stakeholders informed of ticket status, commitments, and work details
• Recommend IT strategies, policies, and procedures by evaluating outcomes, identifying problems, analyzing trends, and anticipating requirements
• Communicate complex technical information to non-technical audiences effectively

Required Qualifications

Experience:

• Minimum 3-5 years of IT support experience (MSP experience preferred but not required)
• Demonstrated experience managing tickets in a professional environment
• Proven track record of excellent customer service and relationship management

Technical Skills:

• Strong proficiency with Active Directory and Entra  (Azure AD)
• Solid experience with Microsoft 365 administration
• Working knowledge of Microsoft Intune and Windows Autopilot for device management
• Experience with ticketing systems (Connect Wise or similar PSA tools preferred)
• Comfortable troubleshooting Windows 10/11 and basic MacOS issues
• Understanding of networking fundamentals (TCP/IP, DNS, DHCP, VLANs)
• Experience supporting point-of-sale or retail systems is a plus

Preferred Technical Skills:

• VMware and Veeam experience
• Experience with RMM tools (Connect Wise Automate or similar)
• Familiarity with PCI compliance requirements
• Network equipment configuration (firewalls, switches, access points)

Soft Skills (Critical for Success):

• Exceptional communication skills - both written and verbal
• Ability to explain technical concepts to non-technical users
• Strong organizational skills and attention to detail
• Self-motivated and able to work independently with minimal supervision
• Excellent time management and ability to prioritize competing demands
• Problem-solving mindset focused on root cause analysis, not just quick fixes
• Professional demeanor and ability to represent neteffect technologies with client stakeholders at all levels

Other Requirements:

• Valid driver's license with clean driving record and appropriate insurance coverage
• Willingness to travel daily to various client locations throughout Charlotte area
• Ability to lift up to 50 pounds occasionally
• Flexibility for occasional after-hours or on-call support when needed
• Bachelor's degree in IT-related field OR equivalent professional experience

What We Offer

• Comprehensive health and dental insurance
• 401(k) with company matching
• Paid time off
• Bonus opportunities based on performance

Professional Development:

• Support from an experienced MSP team for escalations and collaboration
• Opportunity to develop deep expertise in retail IT operations
• Potential for professional growth within neteffect technologies

Work Environment:

• Professional, small-company culture that values accountability and autonomy
• Balanced work schedule (typically Monday-Friday, 8am-5pm)
• Mix of office-based work and client site visits - no two days are exactly the same
• Supportive team…