Customer Service Engineer, Specialist I

Netrix Global • Mclean, VA

15h • Onsite

About The Position

Netrix Global is looking for an Office Hours Specialist I provides proactive and reactive technical support to a designated portfolio of customers, ensuring high‑quality service delivery and an exceptional end‑user experience. This role is ideal for a well‑rounded, hands-on IT professional who enjoys working across a broad range of technologies in a fast‑paced, customer‑focused environment. The Specialist I delivers onsite support, troubleshooting, and documentation for both new and existing customers. Success in this role requires strong technical acumen, resourcefulness, excellent communication skills, and a service‑oriented mindset. Candidates must be self‑motivated, detail‑driven, and capable of managing multiple tasks with minimal supervision.

Requirements

• Bachelor’s degree in Information Technology or equivalent experience.
• Industry certifications such as MCSE, MCSA, MCITP , or equivalent hands‑on experience.
• CCNA or equivalent network support experience.
• Minimum 3+ years of experience in a technical helpdesk, desktop support, or network administration role supporting 75+ users.
• Experience supporting LAN/WAN environments and network-connected devices.
• Technical Skills Strong Windows 10/11 troubleshooting skills (boot issues, drivers, system updates).
• Proficiency in deploying and supporting Windows workstations and basic Windows Server components.
• macOS and mobile device (iOS/Android) support experience, as applicable.
• Familiarity with remote support tools such as Teams, Intune, SCCM, RDP, and Bomgar.
• Experience with ticketing systems (ServiceNow, Remedy, Jira).
• Working knowledge of Active Directory, M365 administration, MFA, security fundamentals, and device encryption (BitLocker/FileVault).
• Basic understanding of Cisco routers, firewalls, switches, and access point technologies.
• Professional Skills Excellent customer service and communication skills.
• Ability to triage and prioritize multiple requests with professionalism and urgency.
• Strong documentation habits and attention to detail.
• Ability to operate independently with minimal supervision.
• Adaptability to shifting priorities in a dynamic environment.
• Professional demeanor and appearance while working onsite with customers.
• Commitment to maintaining privacy, confidentiality, and security best practices.
• Work Requirements Ability to work onsite at customer locations 5 days per week or rotate across multiple client sites located in and near McLean, VA 22102
• Availability for on‑call rotation during evenings and weekends as scheduled.
• Demonstrated initiative — actively identifying opportunities to improve systems, workflows, and user experience.

Nice To Haves

• Strong work ethic and consistent dependability.
• Accountability for resolving issues end-to-end.
• Curiosity and ongoing desire to learn new technologies.
• Awareness of industry trends, updates, and emerging tools.
• Service‑oriented mindset with a collaborative, solution-driven approach.

Responsibilities

• Technical Support & Troubleshooting Provide onsite desktop support for end users, including hardware troubleshooting (Windows/macOS workstations, mobile devices, VoIP phones, peripherals).
• Support and troubleshoot Microsoft applications and various line‑of‑business software.
• Perform workstation lifecycle management, including imaging, deployment, updates, and break/fix services.
• Execute end‑user onboarding and offboarding procedures.
• Maintain daily reporting of onsite IT activities.
• Network, Server & Cloud Support Support and troubleshoot modern networks: TCP/IP, DNS, DHCP, switching, routing, firewalls, and wireless infrastructure.
• Support multi‑site Active Directory and/or Azure AD environments (account tasks, OU navigation, group policies).
• Support Microsoft 365 environments, including Outlook, Teams, OneDrive, and administrative basics.
• Assist with multi-site WAN environments and complex on‑premises network configurations (VLANs, routing protocols, cabling).
• Support onsite and remote backup solutions.
• Operational Excellence Conduct quarterly security audits and follow established compliance procedures.
• Maintain and update customer knowledge bases and documentation.
• Build strong working relationships with customer points of contact and end users to ensure a high level of satisfaction.
• Collaborate with remote support teams, network/server SMEs, and customer leadership.

Benefits

• We offer a competitive compensation package, comprehensive group benefits to meet the needs of you and your family, flexibility, and time off when you need it, and a casual work environment.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level