Senior IT Support Engineer

Technology One, LLC is seeking a Senior IT Support Engineer to act as the final escalation point across multiple client environments. This hybrid role in Americus, GA supports monitoring and security platforms, resolves Windows and Microsoft-focused support requests with minimal supervision, and coordinates needed on-site assistance when projects require it.

Location and Schedule

• Work location: Hybrid remote in Americus, GA 31709
• Job type: Full-time
• Working hours: 8am to 6pm weekdays
• Travel: Onsite travel within Georgia and other parts of the US may be required for onsite projects, training, or events, not expected to exceed 60 days per year
• Residency: Georgia residency is required due to the majority of travel being within Georgia

Compensation

• Salary: USD 90,000 to 120,000 per year
• Pay basis: Pay depends on experience

Responsibilities

• Manage multiple platforms that monitor client computers, networks, Office 365 / Entra, and related systems
• Own security-related initiatives and advise clients on steps to improve their security posture
• Provide technical assistance for users across Windows, Active Directory, Office, and numerous third-party line of business applications
• Process assigned service tickets through resolution as the company’s final escalation point
• Coordinate on-site “smart-hands” resources when needed
• Maintain and update documentation in ITGlue, including procedures, applications, client networks, and vendors
• Engage internal and external resources such as vCIO, inside sales, and software vendors to support business decisions, quotes, and other needs
• Document each issue and resolution in ConnectWise PSA
• Comply with federal and state regulations and follow company and client policies for confidential information

Required Experience and Qualifications

• Experience: 5 years working for an MSP, outsourced IT provider, or an internal IT department
• Education: High School Diploma
• Language: Ability to speak, read, and write English at a high school graduate level
• Customer focus: Excellent customer service skills, listening skills, and telephone manner
• Windows and identity: Advanced proficiency with Microsoft Windows and Microsoft Active Directory
• Microsoft 365 / Entra: Advanced proficiency with Microsoft 365 / Entra administration
• Automation and systems: Advanced proficiency with PowerShell and the Windows Registry
• Network hardware: Advanced proficiency with network equipment such as switches, access points, and routers
• Security knowledge: Advanced proficiency in security concerns relevant to small businesses, including log monitoring, RBAC, and real-time response to active threats
• Troubleshooting: Ability to quickly perform root cause analysis and research issues using manuals, KB articles, forum posts, and other technical resources
• Typing: Type 40 WPM

Preferred Skills and Certifications

• Associate’s or Bachelor’s degree in an IT/IS field
• A+, Network+, MCSA, or other network administration certifications
• 10+ years experience working for an MSP or outsourced IT provider
• Spanish language fluency
• Advanced proficiency with Microsoft SQL administration, Microsoft SQL queries, and RMM scripting
• Experience with Sonicwall and Unifi network equipment
• Experience supporting HIPAA and Local Government environments

Technical Tools and Platforms

• Office 365, Entra, Microsoft Windows, Microsoft Active Directory, Microsoft 365
• PowerShell, Windows Registry
• ITGlue, ConnectWise PSA
• RBAC, log monitoring

Working Conditions

• Company laptop and desk phone will be provided
• Must have a high speed terrestrial internet connection (no hotspot or satellite) with at least 50 Mbps download, 5 Mbps upload, and <50ms ping to the data center in Atlanta
• Network must be free of gaming and other bandwidth-intensive activity during working hours to support optimal VOIP call quality
• Must fully dedicate attention to duties during working hours
• No conflicting responsibilities during working hours, including the care of children or other family members
• No secondary jobs requiring attention during working hours
• Quiet, distraction-free workspace required for business calls and on-camera meetings without background noise
• If preferred and available nearby, a co-working or small office space may be provided

Benefits

• Health insurance
• Paid time off
• Retirement plan

Additional Stated Experience Requirements

• Windows Active Directory: 5 years (Required)
• PowerShell: 5 years (Preferred)
• Microsoft 365 / Azure Active Directory: 2 years (Required)
• Outsourced IT or MSP supporting multiple SMBs at once: 5 years (Preferred)