TAC Helpdesk Engineer

New Charter Technologies•Washington, DC

6d•$65,000•Remote

About The Position

Founded in 1991, ADNET Technologies is a SOC 2, Type II Compliant IT management and cybersecurity firm with offices in Rocky Hill, CT and Albany, NY. ADNET works closely with clients to provide industry-leading service across three core areas—Managed IT Services, Cybersecurity and Cloud—and is distinguished by its human-centered approach to client engagements. From providing seamless access to a vast support network to a dedicated Engagement Team in your local community, ADNET is proud to be both recognized globally and loved locally. At ADNET, a New Charter Company, we are seeking a TAC Engineer in a primarily remote role (in other companies this person could hold the title of Technical Support Engineer, Level 2 Support Engineer, IT Support Engineer) to deliver responsive technical support and resolve complex client technology issues across managed IT environments. In this role, you will partner with clients, the triage team, and ADNET technical staff to manage support cases and project work using ConnectWise, remote management tools, Microsoft 365, Azure/Entra, Intune, Windows Server and desktop platforms, and network technologies. You will troubleshoot issues through phone, email, ticketing, remote-control tools, and occasional on-site visits while maintaining accurate technical documentation. To be successful in this role, you will apply strong root-cause analysis across Microsoft, cloud, networking, backup, virtualization, and endpoint environments while actively managing tickets to service-level expectations. You will communicate clearly with clients and teammates, escalate issues appropriately, drive recurring problems toward permanent resolution, and keep client systems and documentation current.

Requirements

Associate’s degree or 3–5 years of equivalent technical experience.
At least one relevant industry certification or equivalent demonstrated technical experience.
Strong IP networking knowledge with the ability to remotely troubleshoot and resolve hardware, software, switching, routing, wireless, and firewall issues.
Hands-on experience with Microsoft Windows Server and desktop environments, Microsoft 365, and Azure services including Entra, Microsoft 365 Admin Center, and Intune.
Strong root-cause analysis, client service, written communication, and verbal communication skills, with the ability to work independently and collaboratively.

Nice To Haves

Managed service provider (MSP) experience or experience in high-volume technical support environments supporting diverse technologies.
Working knowledge of Apple Mac technology.
Experience supporting virtualized environments, backup systems, cloud infrastructure, and managed service applications.
Working knowledge of ITIL principles for ticket classification.

Responsibilities

Provide remote and occasional on-site Level 2 technical support to ADNET clients through telephone, email, ticketing systems, and remote-control tools.
Actively manage assigned tickets, projects, and follow-ups to ensure timely response and resolution in accordance with service-level expectations.
Escalate issues outside your skill set promptly to help ensure timely client resolution.
Maintain accurate, current client documentation as environments change and projects are completed.
Identify proactive solutions to recurring support issues and drive problems toward permanent resolution while using short-term mitigations when appropriate.
Perform preventive maintenance on client servers, workstations, switches, and firewalls.
Support and troubleshoot virtual environments both on premises and in the cloud.
Install, configure, and troubleshoot Windows operating systems, applications, Microsoft 365 services, Azure cloud infrastructure, and managed service applications.
Troubleshoot backup systems and assist with data restoration when needed.
Perform network maintenance and system upgrades, including service packs, patches, hot fixes, and security configurations.
Maintain timely communication with clients and the triage team regarding assignment status, next steps, and resolution progress.
Keep current with industry trends and technologies that may affect operations or client expectations, and pursue assigned education and certification objectives.
Follow TAC Department and Service Operations policies, standard operating procedures, and installation standards; identify procedural gaps to the Manager when needed.
Participate in morning stand-ups, TAC technical staff meetings, and other team or company meetings, prepared to discuss client issues, project status, and scheduling concerns.
Meet departmental billable-hour and utilization expectations and record work accurately in ConnectWise in real time.
Participate in the on-call rotation and remain reachable 24/7 while assigned to on-call coverage.
Collaborate voluntarily on eligible law-enforcement projects when desired; such work may require additional training and background screening conducted in accordance with the FBI Criminal Justice Information Services (CJIS) Security Policy.
Perform other TAC Engineer responsibilities as assigned by the Manager.