Reactive Support Engineer

Job Description

Requirements
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### Must have:

### - High school diploma required; a bachelors degree is preferred. - At least 4 years of experience in IT support or a managed services provider environment. - Strong troubleshooting ability across servers, networking, firewalls, Microsoft 365, Azure AD, backup and disaster recovery, and related software platforms. - Excellent written and verbal communication skills. - Ability to manage client expectations in a professional manner. - Typing speed of 40+ words per minute. - Microsoft Certified: Azure Fundamentals required. - CompTIA A+ preferred. - CompTIA Network+ preferred. - Prior MSP experience is expected. - Must be able to commute to West Barnstable, MA and work onsite. - On-call, weekend, and rotating schedule availability is required.

Responsibilities:
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- Handle escalated support tickets and resolve advanced technical issues from our Support Team. - Troubleshoot complex problems across Windows Server, workstations, Active Directory, Microsoft 365, Exchange, networking, backups, Azure/Entra, and other software platforms. - Determine root causes and implement lasting fixes rather than temporary workarounds. - Complete onsite visits when necessary. - Carry out front-line support tasks when no escalations are pending. - Participate in daily ticket reviews, updates, and team meetings. - Manage assigned tickets according to our documented processes. - Mentor, coach, and train Support Team Engineers. - Help reduce escalation volume by strengthening team knowledge. - Support project implementations involving servers, networking, and cloud migrations. - Execute assigned project work accurately and with accountability. - Follow our standards and look for opportunities to standardize and improve environments. - Maintain clear documentation of all work, communication, and commitments. - Review systems to verify documentation accuracy and identify recurring issue patterns. - Contribute to operational excellence by following our processes consistently.
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Company:
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We are I.T.WORKS!, and we are looking for an Escalation Support Engineer to serve as a hybrid bridge between our Support Team and Project Team, with a primary focus on reactive tickets. We value doing things the right way, taking ownership of outcomes, and solving problems permanently rather than quickly. This is a full-time, in-person role based in West Barnstable, MA, with a Monday through Friday schedule plus on-call and weekend rotation. We offer a base salary of $80,000 to $100,000 depending on experience, an incentive compensation plan, and a full benefits package that includes 401(k) with match, health insurance, life insurance, long-term disability, and paid time off. We also offer growth into project team responsibilities for the right person.
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