Hybrid Technical Support Engineer - Windows & EDR

ThreatDown; Florida; Hybrid; USD 60,000 - 78,000; Full time

Benefits offered by this job

Medical, dental, vision

401k with match

Referral bonus

Wellness programs

Job summary

ThreatDown is seeking a Technical Support Engineer to join our hybrid team in the Tampa Bay area. You will troubleshoot software and hardware issues for small businesses, IT professionals, and MSPs, across Windows, macOS, and Linux environments.

As an L1 engineer, you will be supported by onboarding and coaching, handle tickets in Zendesk, reproduce issues, collect logs, and contribute to knowledgebase articles. A flexible schedule including evenings/weekends may be required.

Qualifications

• 1+ years in a technical support or IT admin role.
• Strong Windows administration skills (Event Viewer, Services, Registry, task manager, GP).
• Understanding of antivirus/EDR concepts: real-time protection, detections, quarantine, remediation.
• Clear written and verbal English; able to explain tech to IT admins.
• Good log reading and issue reproduction skills; able to document findings.

Responsibilities

• Respond to support requests via phone, email or chat within targets.
• Diagnose and resolve issues related to software, hardware, and networks.
• Reproduce issues in a virtual environment and collect logs for investigation.
• Document tickets and maintain records in Zendesk.
• Contribute to knowledgebase articles and SOPs from recurring issues.
• Participate in team meetings and assist with process improvements.
• Provide guidance to colleagues and customers on technical topics.

Skills

Windows administration

Log analysis

English communication

Independent worker

Team collaboration

Network basics

Tools

Intune

RMM tools

Active Directory

Job description

ThreatDown is seeking a Technical Support Engineer to join our hybrid team in the Tampa Bay area. You will troubleshoot software and hardware issues for small businesses, IT professionals, and MSPs, across Windows, macOS, and Linux environments.

As an L1 engineer, you will be supported by onboarding and coaching, handle tickets in Zendesk, reproduce issues, collect logs, and contribute to knowledgebase articles. A flexible schedule including evenings/weekends may be required.