Customer-First IT Support Engineer

M.A. Polce Consulting, Inc.; City of Rome (NY); On-site; USD 45,000 - 65,000; Full time

Job summary

M.A. Polce Consulting, Inc. is seeking a Support Services Engineer to handle day-to-day IT support, acting as the first point of contact for customers via phone, email and ticketing systems.

You will resolve issues across cybersecurity, networks, and VoIP, while maintaining professional communication and meticulous ticket logging. The role requires on-call readiness, strong teamwork, and the ability to adapt to diverse client environments.

Qualifications

• Excellent customer service and interpersonal skills required.
• Strong oral and written communication abilities.
• Ability to multitask and work under pressure.
• Proven help desk experience delivering IT support.
• Willingness to participate in on-call rotation and flexible hours.
• Certifications: CompTIA Security+ within 6 months and Network+ within 12 months.

Responsibilities

• Act as first point of contact for customers via phone, email and ticketing system.
• Log and track all service tickets accurately according to SOPs.
• Provide day-to-day IT support across cybersecurity, networks, systems, and VoIP.
• Collaborate with team to resolve complex technical issues.
• Respond to alarms in RMM systems and perform preventative maintenance.
• Create and update technical documentation and SOPs.

Skills

Customer service

Communication skills

Multitasking

Problem-solving

Team collaboration

Flexibility

Technical knowledge

Help desk experience

On-call readiness

CompTIA Security+

CompTIA Network+

Security clearance

Background check

Driver's license

Education

Bachelor’s degree in CS

Job description

M.A. Polce Consulting, Inc. is seeking a Support Services Engineer to handle day-to-day IT support, acting as the first point of contact for customers via phone, email and ticketing systems.

You will resolve issues across cybersecurity, networks, and VoIP, while maintaining professional communication and meticulous ticket logging. The role requires on-call readiness, strong teamwork, and the ability to adapt to diverse client environments.