Senior IT Support Engineer

Technology One, LLC is hiring a Senior IT Support Engineer to act as the team’s final escalation point across multiple client environments. This hybrid role in Americus, GA supports end users and systems with a strong focus on monitoring, security, and ticket resolution with minimal supervision, including occasional onsite work throughout Georgia and the US.

As the Senior escalation resource, you will manage key monitoring and security platforms, resolve complex hardware and software issues, and coordinate with internal and external partners to keep client systems reliable and secure.

Key responsibilities

• Monitor and manage multiple platforms for client computers, networks, Office 365 / Entra, and related systems
• Manage security-focused projects and advise clients on improving security posture
• Provide technical assistance for users covering Windows, Active Directory, Office, and multiple third-party line of business applications
• Own assigned service tickets to completion as the final escalation point within the company
• Coordinate on-site smart-hands resources when needed
• Maintain up-to-date documentation in ITGlue covering procedures, applications, client networks, and vendors
• Proactively engage internal and external resources such as vCIO, inside sales, and software vendors for business decisions, quotes, and related needs
• Document all issues and resolutions in ConnectWise PSA
• Comply with federal and state regulations, along with company and client policies for confidential information

Required skills and experience

• Advanced proficiency with security concerns relevant to small businesses, including log monitoring, RBAC, and real-time response to active threats
• Ability to perform root cause analysis quickly and research issues using manuals, KB articles, forum posts, and other technical resources
• 5 years of experience working for an MSP, outsourced IT provider, or internal IT department
• Ability to speak, read, and write English at a high school graduate level
• Excellent customer service skills, including listening skills and telephone manner
• Advanced proficiency with Microsoft Windows, Microsoft Active Directory, Microsoft 365 / Entra administration, PowerShell, and the Windows Registry
• Advanced proficiency with network hardware such as switches, access points, and routers
• Type 40 WPM
• High School Diploma

Experience details: Windows Active Directory (5 years, required), Microsoft 365 / Azure Active Directory (2 years, required), PowerShell (5 years, preferred), and outsourced IT or MSP support for multiple SMBs (5 years, preferred).

Technologies you will work with

• Office 365, Entra, Microsoft Windows, Microsoft Active Directory, Microsoft 365
• PowerShell, Windows Registry
• ITGlue, ConnectWise PSA
• RBAC, log monitoring

Travel and working location

• Hybrid remote in Americus, GA 31709
• Some travel to client sites in Georgia and other parts of the US for onsite projects, training, or events is required and expected to be 60 days or less per year
• Georgia residency is required as most travel is within Georgia

Benefits

• Health insurance
• Paid time off
• Retirement plan

Compensation and job details

• Job type: Full-time
• Salary: $90,000 - $120,000 per year (pay depends on experience)

Working conditions

• Company laptop and desk phone will be provided
• Must have a high-speed, terrestrial internet connection with at least 50 Mbps download, 5 Mbps upload, and <50ms ping to the data center in Atlanta
• Network must be free of gaming and other bandwidth-intensive activities during working hours to protect VOIP call quality
• Must fully dedicate attention to duties during working hours (8am to 6pm weekdays)
• Must not have conflicting responsibilities during working hours, including childcare or other family responsibilities
• Must not have secondary jobs requiring attention during working hours
• Quiet, distraction-free workspace required for business calls and on-camera meetings
• If available nearby and preferred, a co-working or small office space may be provided