Technical Support Engineer

The System Support Engineer provides onsite and remote technical support for Infotect Design Solutions’ clients across a variety of environments ranging from small single-office businesses to multi-site wide area networks. This is a highly customer-facing role that requires strong communication, calm troubleshooting under pressure, and the ability to take ownership of issues from intake through resolution. The System Engineer often leads client communications and technology projects, serves as an internal escalation point (especially for server and domain-related objectives), and supports lifecycle management activities under the guidance of the System Architect.

• Monitor, support, and troubleshoot client networks and infrastructure including workstations, servers, switches, routers, firewalls, and specialty equipment.
• Support Microsoft Server solutions (on-premises and cloud) for environments with varying complexity and uptime requirements.
• Support server-based solutions including Microsoft business products, Azure integrations, and Infotect backup solutions.
• Manage the full ticket lifecycle (open to resolve to close), ensuring timely updates, documentation, and customer satisfaction.
• Deliver support through onsite visits and remote sessions using phone and online support tools.
• Participate in and/or lead technology projects, including planning, implementation, testing, and customer communications.
• Train end users on day-to-day IT usage (PCs, servers, network resources) and provide clear, user-friendly guidance.
• Contribute to team knowledge sharing, documentation, and continuous service improvement.

• Microsoft certification: at least one Microsoft certification (server or equivalent product/application) OR an Associate’s degree or higher (certification requirement is enforced).
• Advanced experience supporting Windows Server 2016+ domain environments.
• Hands-on Active Directory administration and troubleshooting (Server 2016+).
• Experience with Azure / Entra and hybrid on-premises environments.
• Experience with Microsoft 365 Business services and applications.
• Proficiency with Office 2021 or newer.
• Strong workstation and network troubleshooting skills.
• Solid networking fundamentals: firewalls, routers, switches, IP networking, and network topology.
• Comfortable with physical handling of equipment and materials as needed.

• Customer-facing mindset with a professional, service-oriented demeanor (client is selective on communication and presence).
• Calm under pressure and able to troubleshoot effectively in live client situations.
• Self-directed, quick problem-solver who learns client environments deeply and takes ownership of outcomes.
• Flexible and willing to support occasional after-hours maintenance or project work.
• Reliable transportation and ability to travel within approximately 50 miles of Tampa (insurance required).

• Fully onsite role in Tampa, FL; remote work is not available.
• Monday-Friday schedule (8:00 AM-5:00 PM) with flexibility for occasional after-hours maintenance or projects.
• Travel within approximately 50 miles of Tampa for client support as needed.
• Willingness to complete background check, citizenship verification, and comply with a drug-free workplace.

• Exact Microsoft certification name and proof (or degree verification).
• Confirmed ability to work 100% onsite in Tampa, FL and commute readiness.
• Demonstrated customer-facing experience; MSP/IT services background is a strong plus.
• Hands-on experience with Active Directory, Windows Server 2016+, Microsoft 365, Azure/Entra hybrid, and networking gear.

• Simple IRA with company match
• Paid time off (PTO) and community service time off
• Bonus / incentive opportunities