IT Support Engineer – Tier 2 / Systems & Network Support - Direct Hire

TES Staffing•Albany, NY

4d•Hybrid

About The Position

TES Staffing is partnering with an established, growing technology services company in the Albany area to hire an IT Support Engineer who enjoys solving problems, working with a variety of technologies, and helping people get back to work when technology gets in the way. This is not just a password-reset help desk role. You'll work across multiple customer environments, troubleshooting everything from Microsoft 365 and Windows issues to servers, virtualization, networking, firewalls, backups, and wireless infrastructure. If you're the person people turn to when the easy fixes haven't worked, and you like figuring out why something isn't working, this could be a great next step. You'll join an established Capital Region technology company with more than 30 years in the industry and a team that takes technical expertise and customer service seriously. This is a strong opportunity for someone who wants to work with a wide variety of technology instead of supporting the same environment every day, build deeper experience with servers, networking, virtualization, cloud technology, cybersecurity, and Microsoft 365, troubleshoot challenging Tier 2 issues instead of spending all day on basic help desk requests, learn from experienced engineers and continue developing your technical skills, work for a company that invests in professional development and continuing education, have real ownership of problems from troubleshooting through resolution, and build a career in IT with exposure to multiple industries, environments, and technologies.

Requirements

3+ years of hands-on IT support experience
Comfortable with Windows 10/11 and Windows Server
Comfortable with Microsoft 365
Comfortable with Active Directory
Comfortable with TCP/IP networking
Comfortable with Firewalls, switches, and wireless networking
Comfortable with VMware or other virtualization platforms
Comfortable with Remote Monitoring & Management (RMM) tools
Comfortable with Backup and disaster recovery solutions
Comfortable with Endpoint security / antivirus tools
Comfortable with Google Workspace
Troubleshooting desktops, laptops, printers, applications, and peripherals
Strong technical foundation
Knows how to troubleshoot
Genuinely enjoy helping customers
Can explain technical problems without drowning people in jargon
Takes ownership instead of passing problems along
Communicates with customers proactively
Keeps organized, detailed ticket notes
Knows when to keep digging and when to ask another engineer for help
Can manage multiple priorities without losing track of the details
Enjoys solving problems and learning new technology
Wants to be part of a team that takes pride in doing excellent work
Understands that great IT support is as much about the customer experience as it is about the technical fix
Valid driver's license
Reliable ability to travel locally

Nice To Haves

MSP experience is a plus

Responsibilities

Handle escalated support requests
Troubleshoot more complex technical issues
Perform system maintenance and upgrades
Keep customer environments running reliably
Troubleshoot Windows desktop and server issues
Diagnose network, connectivity, firewall, switch, and wireless problems
Support Microsoft 365 and other cloud applications
Work within virtualized server environments
Troubleshoot backup and recovery issues
Handle escalated Tier 2 support tickets
Perform system maintenance, updates, patches, and upgrades
Use remote monitoring and management tools to identify and resolve issues
Document troubleshooting and solutions clearly
Collaborate with other engineers when an issue requires additional expertise
Identify recurring problems and help eliminate them instead of simply fixing the same issue again
Occasionally provide onsite support at customer locations in the Albany/Capital Region area