About the position

As an IT Support Engineer, you’ll resolve customer service tickets and provide ongoing support across desktop, server, network infrastructure, and cloud computing environments. We’re looking for a service‑first mindset and a genuine passion for taking care of customers demonstrated by communicating clearly, acting with empathy, and delivering timely, effective solutions. You will bring professional experience in computer networking, NOC, or helpdesk environments, along with the ability to independently resolve a wide range of support issues.

Responsibilities

• Manage, update, and provide support for customer infrastructure, encompassing firewalls, switches, access points, hypervisors, servers, SANs, desktops, VPNs, and Microsoft Azure.
• Pivot to prioritize and address high-impact tickets, efficiently allocating time and resources to ensure timely resolution.
• Go beyond resolving tickets to ensure that solutions fully address customer needs and contribute to long-term success.
• Regularly communicate with customers and CIT employees via verbal and written communication to address and resolve issues.
• Maintain accurate records of support activities, including ticket updates, resolutions, and customer interactions.
• Meet or exceed Key Performance Indicators (KPIs) related to ticket resolution time, customer satisfaction, and other relevant metrics.
• Participate in ongoing education and training. Engineers must obtain the CompTIA A+ and Network+ certification within their first year at CIT if they don't already have them.
• This position may require shift work in a 24/7/365 environment and the capacity to work evening, overnight, weekend, and holiday as required.
• Perform other duties and responsibilities as assigned.

Requirements

• 3+ years of professional experience in computer networking, NOC, or helpdesk environments.
• Advanced knowledge of managing network devices and configurations.
• Intermediate Microsoft 365 knowledge and support experience.
• Intermediate Active Directory design, implementation, and administration skills.
• Intermediate knowledge of computer hardware and multiple operating systems, including Windows Desktop and Server OS, macOS, and virtualization platforms such as VMware, Microsoft Hyper-V, or Scale.
• Ability to perform tasks with minimal supervision.
• Solve problems independently and as part of a collaborative team.
• Strong computer and typing skills.
• Participation in an on-call rotation, including weekends and holidays.
• Must be authorized to work in the United States.
• A criminal background check and professional reference check will be conducted as part of the hiring process.
• After hiring, this position may require passing a CJIS background check depending on the team assignment.

Nice-to-haves

• 2+ years of experience working with a managed service provider (MSP).
• Industry-recognized certifications such as CompTIA A+, CompTIA Network+, or CCNA.

Benefits

• Medical, dental, vision, life & disability insurance
• 401(k) with employer match
• Flexible work schedules
• Paid volunteer time
• Paid parental leave
• Flexible paid time off policy
• Employer-sponsored rewards & recognition program
• Paid vendor certifications
• Ongoing training and development opportunities