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Monitors client IT environments, triages alerts, handles after-hours incidents and service requests, troubleshoots systems, networks, backups, servers, firewalls, and cloud platforms, escalates unresolved issues, updates AutoTask tickets, and improves knowledge-base documentation and alert processes.

Provides Tier 2 technical support for escalated hardware, software, networking, server, Microsoft 365, VMware, telephony, and peripheral issues. Responsibilities include troubleshooting, root cause analysis, ticket and SLA management, documentation, knowledge base development, client communication, and collaboration with Tier 3 and project teams. The role also mentors Tier 1 analysts, manages ticket workflows, supports infrastructure deployments, and participates in a 24/7 on-call rotation.

Provides Tier 1 technical support to clients through phone, email, and ticketing systems. Troubleshoots hardware, software, networking, peripherals, printing, VoIP, Microsoft 365, Azure AD, Windows Server, and VMware issues. Creates user accounts, provisions virtual machines, manages AutoTask tickets, documents solutions, communicates ticket progress, supports onboarding, maintains the knowledge base, and escalates complex issues.

Coordinates the full talent acquisition and onboarding lifecycle, including recruiting, interviews, background and reference checks, offer letters, new-hire training, employee records, and performance review cycles. Partners with managers, IT, and Accounting to ensure smooth onboarding and maintains confidential records. Supports employee engagement initiatives and improves HR processes, templates, and checklists while ensuring compliance with employment practices.

Leads the network engineering team while serving as the senior technical authority for enterprise, high-availability networks. Owns network architecture, security, diagnostics, infrastructure lifecycle, proactive client improvements, incident response, change management, compliance, vendor relationships, and operational KPIs. Hires and develops engineers, manages workload and on-call coverage, reviews designs and changes, and communicates technical risks and recommendations to customers and executives. The role is remote with some travel and requires 24/7 escalation availability.