IT Support Engineer

Netrix LLC; City of Albany (NY); On-site; Full time

Job description

About The Opportunity

The IT Support Engineer is a full-time technical resource primarily responsible for providing onsite IT support at customer locations, ensuring the stability, performance, and continuous improvement of their technology environments.

This role works closely with customers and cross-functional support teams to maintain, troubleshoot, and optimize IT infrastructure while delivering an exceptional end-user experience. The engineer serves as a trusted technical advisor, providing both proactive and reactive support across a broad range of technologies, including endpoint devices, servers, networks, cloud services, and enterprise management platforms.

The ideal candidate is a hands‑on, customer‑focused IT professional who enjoys solving complex technical challenges, managing multiple priorities, and collaborating with technical teams to deliver reliable IT services in educational environments.

How You Will Make An Impact

• Provide onsite technical support for customer environments, ensuring high availability and operational excellence.
• Serve as the technical escalation point for onsite engineering teams.
• Support, troubleshoot, and maintain Windows and Apple endpoint devices, including hardware repair, imaging, and operating system support.
• Manage and troubleshoot server infrastructure, including file, print, and application servers.
• Support Microsoft 365 environments, including Exchange Online and related collaboration services.
• Troubleshoot and maintain network infrastructure, including TCP/IP, DNS, DHCP, switches, routers, firewalls, wireless networks, and multi‑site connectivity.
• Support Apple device management through Mosyle and Google Chromebook environments.
• Deploy, configure, and troubleshoot IT management tools such as Kaseya, LogicMonitor, antivirus platforms, and endpoint management solutions.
• Document technical environments, incidents, and operational procedures to ensure knowledge sharing and service continuity.
• Work directly with customers during implementations, upgrades, migrations, and user acceptance testing.
• Manage incidents, service requests, and daily activities using ServiceNow.
• Provide timely communication and daily status updates to customer stakeholders.
• Participate in infrastructure refresh projects, including network upgrades, school relocations, new site deployments, and large‑scale device replacement initiatives.
• Mentor and assist in onboarding new engineers while contributing to team knowledge and operational excellence.
• Stay current with emerging technologies and recommend improvements that enhance customer environments and operational efficiency.

What You Will Bring To The Table

• Associate degree in Information Technology or equivalent professional experience.
• Minimum of 2 years of hands‑on IT Support experience supporting end users and enterprise environments. Mandatory
• Experience supporting Apple devices and macOS environments. Mandatory
• Experience supporting Microsoft Windows operating systems and endpoint management.
• Strong understanding of Microsoft Active Directory, Microsoft Exchange, and Microsoft 365 services.
• Experience supporting Google Chromebook devices and Google Workspace administration (certification or willingness to obtain).
• Experience troubleshooting networking technologies including TCP/IP, DNS, DHCP, switches, routers, firewalls, wireless networking, Cisco IOS, Meraki, and SonicWall.
• Experience with workstation imaging, hardware diagnostics, repair, and component replacement.
• Familiarity with ITSM platforms such as ServiceNow. Desired
• Experience using endpoint monitoring and management tools such as Kaseya and LogicMonitor. Desired
• Strong understanding of the OSI Model and enterprise networking fundamentals.
• Excellent troubleshooting, analytical, and problem‑solving skills.
• Proven experience working directly with customers and providing outstanding customer service.
• Strong verbal and written communication skills.
• Ability to prioritize multiple tasks while managing time effectively.
• Willingness to travel within the assigned region and work occasional evenings or weekends when required.

Location

Albany / Troy, New York

What We Offer

• Competitive salary and comprehensive benefits package.
• Professional development opportunities and technical certifications.
• Exposure to diverse enterprise technologies and educational environments.
• Collaborative team culture focused on continuous learning.
• Opportunities to work on infrastructure modernization and large‑scale IT projects.
• Career growth within a dynamic technology organization.

About Us

We are committed to delivering exceptional technology solutions and outstanding customer experiences. Our teams partner closely with customers to design, support, and optimize modern IT environments that enable organizations to operate efficiently and securely.

We foster a collaborative culture where innovation, continuous learning, customer success, and operational excellence are at the core of everything we do. Our professionals are empowered to make an impact while growing their technical expertise across a wide range of enterprise technologies.

What You Can Expect From Us

We offer a competitive compensation package, comprehensive group benefits to meet the needs of you and your family, flexibility, and time off when you need it, and a casual work environment. The role can be remote/home office, with some travel required.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations. If you need reasonable accommodations, please let us know by contacting NetrixHR@Netrixglobal.

To learn more about Netrix Global please go to www.netrixglobal.com