IT Support Engineer 

Primary Responsibilities

*Provide technical support for hardware, software, operating systems, and network-related issues across SMB environments.
*Deliver remote technical support and perform occasional on-site visits to client locations in Williamson County and the greater Nashville metropolitan area.
*Install, configure, maintain, and troubleshoot Windows desktops, laptops, servers, and endpoint devices.
*Administer and support Active Directory, Microsoft 365 (Office 365), user accounts, permissions, and related services.
*Assist with firewall configuration, network connectivity, and security troubleshooting, preferably using Fortinet solutions.
*Diagnose and resolve LAN/WAN connectivity issues, hardware failures, software errors, and other IT infrastructure problems.
*Monitor, maintain, and support client IT environments to minimize downtime and improve system reliability.
*Collaborate with the technical support team to escalate complex technical issues and implement effective solutions.
*Maintain accurate documentation of technical issues, troubleshooting steps, configurations, and resolutions.
*Communicate technical information clearly to clients and provide timely updates on service requests.
*Manage support tickets and prioritize tasks to meet established service-level agreements (SLAs).
*Follow IT security best practices and established procedures for system maintenance and troubleshooting.

Required Qualifications

*Hands-on experience providing IT support for Windows-based desktops, laptops, servers, and networking environments.
*Working knowledge of Active Directory, Microsoft 365 (Office 365), user management, and Windows administration.
*Familiarity with network troubleshooting, including TCP/IP, DNS, DHCP, LAN/WAN connectivity, and related technologies.
*Basic experience with firewall administration and network security; Fortinet experience is preferred.
*Strong hardware and software troubleshooting skills.
*Excellent customer service, communication, and problem-solving abilities.
*Professional demeanor and experience communicating with business users and non-technical stakeholders.

Preferred Qualifications

*Previous experience working for a Managed Service Provider (MSP).
*Experience supporting multiple SMB IT environments.
*Familiarity with remote monitoring and management (RMM) tools, professional services automation (PSA) platforms, and ticketing systems.
*Knowledge of endpoint security, system backups, patch management, and IT infrastructure best practices.

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