TAC Helpdesk Engineer

ADNET Technologies•Albany, NY

4d•$65,000•Remote

About The Position

ADNET Technologies is seeking a TAC Engineer, primarily in a remote role, to deliver responsive technical support and resolve complex client technology issues across managed IT environments. This role involves partnering with clients, the triage team, and ADNET technical staff to manage support cases and project work using various tools and platforms including ConnectWise, remote management tools, Microsoft 365, Azure/Entra, Intune, Windows Server and desktop platforms, and network technologies. The engineer will troubleshoot issues via phone, email, ticketing, and remote-control tools, with occasional on-site visits, while maintaining accurate technical documentation. Success in this role requires strong root-cause analysis skills across Microsoft, cloud, networking, backup, virtualization, and endpoint environments, with active ticket management to meet service-level expectations. Key responsibilities include clear communication with clients and teammates, appropriate issue escalation, driving recurring problems to permanent resolution, and keeping 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.