Customer Service Engineer, Specialist

About The Opportunity

Netrix Global is looking for an Office Hours Specialist I provides proactive and reactive technical support to a designated portfolio of customers, ensuring high‑quality service delivery and an exceptional end‑user experience. This role is ideal for a well‑rounded, hands‑on IT professional who enjoys working across a broad range of technologies in a fast‑paced, customer‑focused environment.

The Specialist I delivers onsite support, troubleshooting, and documentation for both new and existing customers. Success in this role requires strong technical acumen, resourcefulness, excellent communication skills, and a service‑oriented mindset. Candidates must be self‑motivated, detail‑driven, and capable of managing multiple tasks with minimal supervision.

• Provide onsite desktop support for end users, including hardware troubleshooting (Windows/macOS workstations, mobile devices, VoIP phones, peripherals).
• Support and troubleshoot Microsoft applications and various line‑of‑business software.
• Perform workstation lifecycle management, including imaging, deployment, updates, and break/fix services.
• Execute end‑user onboarding and offboarding procedures.
• Maintain daily reporting of onsite IT activities.

• Support and troubleshoot modern networks: TCP/IP, DNS, DHCP, switching, routing, firewalls, and wireless infrastructure.
• Support multi‑site Active Directory and/or Azure AD environments (account tasks, OU navigation, group policies).
• Support Microsoft 365 environments, including Outlook, Teams, One Drive, and administrative basics.
• Assist with multi‑site WAN environments and complex on‑premises network configurations (VLANs, routing protocols, cabling).
• Support onsite and remote backup solutions.

• Conduct quarterly security audits and follow established compliance procedures.
• Maintain and update customer knowledge bases and documentation.
• Build strong working relationships with customer points of contact and end users to ensure a high level of satisfaction.
• Collaborate with remote support teams, network/server SMEs, and customer leadership.

• Bachelor’s degree in Information Technology or equivalent experience.
• Industry certifications such as MCSE, MCSA, MCITP, or equivalent hands‑on experience.
• CCNA or equivalent network support experience.
• Minimum 3+ years of experience in a technical helpdesk, desktop support, or network administration role supporting 75+ users.
• Experience supporting LAN/WAN environments and network-connected devices.

• Strong Windows 10/11 troubleshooting skills (boot issues, drivers, system updates).
• Proficiency in deploying and supporting Windows workstations and basic Windows Server components.
• macOS and mobile device (iOS/Android) support experience, as applicable.
• Familiarity with remote support tools such as Teams, Intune, SCCM, RDP, and Bomgar.
• Experience with ticketing systems (Service Now, Remedy, Jira).
• Working knowledge of Active Directory, M365 administration, MFA, security fundamentals, and device encryption (Bit Locker/File Vault).
• Basic understanding of Cisco routers, firewalls, switches, and access point technologies.

• Excellent customer service and communication skills.
• Ability to triage and prioritize multiple requests with professionalism and urgency.
• Strong documentation habits and attention to detail.
• Ability to operate independently with minimal supervision.
• Adaptability to shifting priorities in a dynamic environment.
• Professional demeanor and appearance while working onsite with customers.
• Commitment to maintaining privacy, confidentiality, and security best practices.

• Ability to work onsite at customer locations 5 days per week or rotate across multiple client sites located in and near McLean, VA 22102.
• Availability for on‑call rotation during evenings and weekends as scheduled.
• Demonstrated initiative — actively identifying opportunities to improve systems, workflows, and user experience.

• Strong work ethic and consistent dependability.
• Accountability for…