Senior Technical Support Engineer
About The Position
ComTech Systems is seeking a Senior Technical Support Engineer for its growing team in Gaithersburg, Maryland. The role supports small and medium-sized business client environments, provides escalation support for advanced IT and voice issues, implements technical projects, and contributes to continuous improvement of service operations. The position requires experience with Microsoft technologies, VoIP platforms, networking, cybersecurity, and cloud solutions. This is an in-office role that includes travel to local client sites. The regular schedule is Monday through Friday, 8 a.m. to 5 p.m., with a one-hour lunch break. Occasional after-hours support, maintenance windows, and participation in an on-call rotation may be required. Annual compensation is $60,000–$75,000, based on experience, certifications, and qualifications. ComTech Systems is a family-owned, full-service provider of voice and IT solutions to SMB organizations. The company emphasizes respect, service excellence, growth and education, team-oriented collaboration, accountability, and innovation. Its mission is to provide customized IT solutions through knowledgeable and dedicated professionals to improve clients’ efficiency, security, and profitability.
Requirements
- At least 3 years of IT support experience, preferably supporting SMBs in an MSP environment.
- Strong troubleshooting skills across Microsoft 365, Azure, Windows Server, Active Directory, networking, firewalls, VoIP systems, cybersecurity, backup, and cloud technologies.
- Experience supporting switches, wireless networks, VPNs, virtualization platforms, and endpoint security solutions.
- Ability to resolve escalated technical issues and manage multiple priorities effectively.
- Excellent communication, customer service, and organizational skills.
- Self-motivated, dependable, and team-oriented.
- Ability to document processes and communicate technical concepts effectively.
- Strong discretion, confidentiality, and professionalism.
- Ability to remain calm and solution-focused when customers are stressed or upset.
- Proactive mindset focused on accountability and continuous improvement.
Nice To Haves
- MSP and ConnectWise experience is strongly preferred.
- Experience supporting Zultys, Metaswitch, or Netsapiens VoIP platforms.
- Experience with WatchGuard security solutions, Ubiquiti networking, and AI-powered business tools.
- Relevant technical certifications, such as Microsoft, CompTIA, Cisco, or cybersecurity certifications.
Responsibilities
- Troubleshoot and resolve escalated desktop, server, network, cloud, and VoIP issues.
- Support Microsoft 365, Azure, Windows Server, Active Directory, networking, security, and backup solutions.
- Perform upgrades, migrations, deployments, and project work.
- Diagnose root causes and implement long-term solutions.
- Assist with technical planning, recommendations, and client projects.
- Provide guidance to Tier 1 technicians.
- Perform onsite support, installations, and project work as needed.
- Maintain accurate ticket notes, time entries, and documentation.
- Follow procedures and help drive continuous improvement.
- Participate in after-hours maintenance and on-call support as needed.
- Log detailed activities, track calls and requests using ticketing software, and maintain historical records of problem documentation and resolution.
- Assist colleagues as necessary.
Benefits
- PTO
- SIMPLE IRA
- Disability insurance
- Dental insurance
- Health insurance
- Vision insurance
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
