Support Engineer - Troy
2 days ago
Job description
Helpdesk Engineer (Tier 2 / Escalations) - HybridJoin Xpert Technologies to resolve complex issues, mentor Tier 1, and own customer satisfaction from first response to resolution.
Full-time W2 Hybrid (2 days in-office)
Mon-Fri 8:30am-5:00pm ET $65,000-$95,000 DOE Location: Hybrid; local client visits as needed Schedule: 40-50 hrs/week; occasional after-hours maintenance On-call: Rotation (on-call week is fully remote)
Benefits:
Medical, Dental, Vision, 401(k) w/ match, Life, Cell phone allowance, Mileage or company vehicle What you'll do
Triage and resolve escalated tickets (post-Tier 1); guide customers step-by-step through solutions.
Document fixes, update ticket status, and communicate progress proactively.
Partner with the Help Desk Service Manager; mentor Tier 1 to raise the bar.
Recommend improvements to client environments and internal processes.
Perform occasional after-hours maintenance/migrations; participate in on-call rotation.
Tech you'll touch
Microsoft 365 (Exchange Online, SharePoint, Teams); Windows desktop/server; Active Directory/Azure AD
Endpoint security (AV/EDR/patching), core networking (firewalls, VPNs, switches, Wi-Fi)
RMM + ticketing/documentation (e.g., ConnectWise/Autotask); basic VoIP and mobile (iOS/Android)
General end-user support:
printers, peripherals, common SaaS apps
What you bring
5+ years as an advanced Helpdesk/Support Technician (MSP experience a plus).
Excellent troubleshooting and customer communication skills.
Strong grasp of Windows infrastructure; Microsoft Office Suite.
Bonus:
SharePoint, Azure, Windows Server; Mac/iOS/Android; networks/firewalls/servers; phone systems; AV/printers/VPNs; CompTIA A+/Net+.
Traits:
ownership, calm under pressure, curiosity, attention to detail, team-first mindset, continuous learning.
Compensation & logistics
Pay:
$65,000-$95,000 depending on experience and skills.
Employment:
Direct hire (W2), full-time with full benefits.
Work style:
Hybrid (2 days in office / 3 days remote); local client visits as needed.
Xpert Technologies is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
PDN-a11f10e2-fa50-434d-a9bb-283c13fd37af
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