ConnectWise is an industry and Global leading software company with over 3,000 colleagues in North America, EMEA and APAC. As a community-driven software company dedicated to the success of technology solution providers, our suite helps over 45,000 of our partners manage their businesses better, sell more efficiently, automate service delivery, and remotely control technology so they can consistently deliver amazing customer experiences.
Our company is powered by our connections, our colleagues, and our community. And, we accept all kinds.
Game-changers, innovators, culture-lovers—and humankind.
We invite discovery and debate. We recognize key moments as milestones.
We see you and value you for your unique contributions. Our inclusive, positive culture lays the foundation to ensure every colleague is valued for their perspectives and skills, giving you the choice of how YOU make a difference.
Curious? Read this opportunity to learn how YOU can make a difference at ConnectWise!
General Summary:
The Technical Support Engineer is responsible for providing technical support to system users and customers by evaluating user needs, identifying problems, and finding solutions. This role works in partnership with cross-functional teams to troubleshoot, resolve, and document issues, getting partners back on track to having a positive experience with our products with enhanced overall system performance for partners.
Non-Negotiable Skills-:
- Must have a minimum of 5 years of relevant experience in the Networking Domain.
- In-depth experience & knowledge on Network firewall packet flow
- Advanced knowledge of networking equipment, including switches, routers, firewalls, LAN, WAN, IP Security, NAT, ACLs, STP. HSRP, PPP, MPLS, VPN, SNMP, TCP/IP, IPsec, AAA, TFTP, TACACS+, RADIUS, STP, VLAN, 802.1Q TRUNK, EtherChannel, Switching Stack/VSS.
- Excellent configuration & Troubleshooting Knowledge on VPN, includes site to site & remote access VPN.
- In-depth knowledge of Switching & Routing protocols.
- Installing, configuring, and troubleshooting L2/L3 Switches, Routers, and Wireless Access Points.
- Strong knowledge & amp; experience with Azure & AWS (esp. Azure networking) are mandatory.
- Experience in configuring UTM (Unified Threat Management) will be an added advantage.
- Must have experience in configuring basic Network topology.
- Experience in troubleshooting and implementation of Switches (switching issues).
- Must have an excellent understanding of Network Services, e.g. DHCP Server, DNS, File share, Windows Firewall etc. - Must understand Windows Networking.
- Knowledge of OSI and TCP/IP.
- Excellent communication skills, writing.
- Flexibility to adjust to changing requirements, schedules, and priorities.
Skillset Required:
- Experiences in configuring UTM (Unified Thread Management) and its security will add an advantage.
- Ability to understand, plan and build Basic network topology.
- Diagnosing complex network issues and working with other team members to diagnose issues with integrated systems.
- Participate in multiple network projects simultaneously while maintaining daily operational excellence
- Enthusiasm for learning new skills & cascading knowledge to junior techs
- Good communication skills - both written and verbal
- Passion for providing exceptional service to customers.
- Strong sense of ownership and accountability.
- Troubleshooting and the ability to analyse technical problems to prevent future occurrences.
Certification:
- Network Certification like CCTRS (Cisco Certified Technician Routing and Switching) or CCNA (Cisco Certified Network Associate) or CompTIA
- Any Network Certification related to firewall products.
Working Conditions:
- Hybrid / On-Site, depending on location
ConnectWise is an Equal Opportunity Employer, dedicated to building a diverse and inclusive workforce and providing a workplace free from discrimination and harassment. ConnectWise provides equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, religion, age, sex (including pregnancy), sexual orientation, gender, gender identity or expression, ancestry, national origin, citizenship status, physical or mental disability, genetic information, military/veteran status, marital status, familial or parental status, or any other characteristic or status protected by applicable federal, state and local laws.
The statements above are intended to describe the general nature and level of work being performed by individuals assigned to this job. Other duties may be assigned as needed. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job and/or to receive other benefits and privileges of employment. If you need a reasonable accommodation for any part of the application and hiring process, please contact us at [email protected] or 1-800-671-6898.
Skills Required
- 5 years of relevant experience in the Networking Domain
- In-depth experience on Network firewall packet flow
- Advanced knowledge of networking equipment and protocols
- Configuration and troubleshooting knowledge on VPN
- Strong knowledge & experience with Azure & AWS
- Experience in configuring UTM
- Excellent communication skills
ConnectWise Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about ConnectWise and has not been reviewed or approved by ConnectWise.
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Leave & Time Off Breadth — Time off is positioned as a standout part of the package, including “Flexible Time Off,” “Flex Friday’s,” and frequent references to an “Unlimited PTO” approach that is valued for flexibility.
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Healthcare Strength — Core medical, dental, and vision coverage is consistently included, with additional items like life insurance and pre-tax accounts such as HSA contributions; some descriptions also indicate a possibility of fully covered employee medical premiums in certain cases.
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Retirement Support — Retirement and longer-term financial benefits are present through a 401K/retirement plan and an employee stock purchase plan, which strengthens the overall rewards package beyond base salary.
ConnectWise Insights
What We Do
Born out of a single software solution designed to help MSPs gain control of their help desk and billing, ConnectWise has grown into a robust platform of software built for technology solutions providers (TSPs) to run their entire as-a-service business. With products aiding in business management, remote monitoring and management, remote control and access, quote and proposal automation, and cybersecurity risk assessments, integrations with hundreds of key vendors, plus the largest and most engaged community in the industry, ConnectWise has built a platform for The IT Nation.
