- Company Name
- KJ Technology
- Job Title
- Senior Support Engineer
- Job Description
-
**Job Title:** Senior Support Engineer
**Role Summary:**
Provide remote Level 2/3 IT support and contribute to internal and client‑facing projects. Own end‑to‑end ticket resolution while ensuring high client satisfaction and strict adherence to security and data‑privacy standards. Collaborate with cross‑functional teams and maintain configuration and knowledge‑base documentation.
**Expectations:**
- Work Monday‑Friday, 8:30 am‑5:30 pm ET, with occasional after‑hours or weekend coverage.
- Communicate clearly and professionally in written and verbal English.
- Meet defined service levels, goals, and key performance indicators.
**Key Responsibilities:**
- Respond to and resolve reactive and proactive service requests (user‑generated or automated).
- Perform MACD (move, add, change, delete) activities per documented policies.
- Ensure compliance with organizational and client security/privacy requirements.
- Provide timely updates to requestors, customers, leads, and management.
- Collaborate with internal IT teams and other engineers as needed.
- Maintain and enhance the IT Configuration Management Database (CMDB) and Knowledge Base.
- Contribute to small project tasks and system improvements.
**Required Skills:**
- Strong verbal and written English communication.
- Experience with Microsoft 365, Azure, PowerShell, Windows OS/Server, Active Directory.
- Proficiency with Cisco, Meraki, Ubiquiti firewalls/routers/switches (CLI & GUI).
- Knowledge of endpoint security solutions (e.g., SentinelOne, Blackpoint).
- Experience in cloud and on‑prem virtualization (Azure, Google Cloud, VMware).
- Familiarity with backup/disaster‑recovery platforms (Veeam, Dropsuite, Datto).
- Mobile Device Management and Single Sign‑On (SAML, OAuth) concepts.
- Remote Monitoring & Management tools (Automate, Addigy, Auvik).
- Scripting (PowerShell, Batch) and advanced network troubleshooting (DHCP, DNS, VLANs).
- Understanding of cybersecurity principles (authentication, phishing, encryption).
**Required Education & Certifications:**
- Bachelor’s degree in Computer Science, Information Technology, or related field preferred.
- Relevant certifications are a plus (e.g., Microsoft 365/Azure, Cisco CCNA/CCNP, CompTIA Security+).