TAC Helpdesk Engineer
RemoteUnited States or Adnet, Salzburg, Austria
Job Summary
Conduct Level 2 technical support for ADNET clients via phone, email, and ticketing systems while managing assigned projects and follow-ups to meet service-level expectations. Troubleshoot and resolve complex issues across Microsoft 365, Azure, Windows environments, and network infrastructure, escalating out-of-scope matters promptly. Perform preventive maintenance on servers, workstations, and firewalls, and execute data restoration when backup systems fail. Collaborate with the triage team and maintain accurate client documentation, actively identifying root causes for recurring problems and driving permanent resolutions. Participate in on-call rotations and morning stand-ups, ensuring real-time time entries in ConnectWise and compliance with departmental policies.
Required Qualifications
- 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
- Hands-on experience with Microsoft 365
- Hands-on experience with Azure services including Entra, Microsoft 365 Admin Center, and Intune
- Strong root-cause analysis skills
- Strong client service skills
- Strong written communication skills
- Strong verbal communication skills
- Ability to work independently
- Ability to work collaboratively
- Correctable vision
- Full hearing capability, including the ability to distinguish tones
- Ability to effectively speak, read, and write English
- Availability for work schedules between 7:00 AM and 6:00 PM
- Willingness to work some evenings, weekends, and overnight travel
Desired Qualifications
- Managed service provider (MSP) experience
- Experience in high-volume technical support environments supporting diverse technologies
- Working knowledge of Apple Mac technology
- Experience supporting virtualized environments
- Experience supporting backup systems
- Experience supporting cloud infrastructure
- Experience supporting managed service applications
- Working knowledge of ITIL principles for ticket classification
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