IT Support Engineer

AdvisorNet Financial; Minneapolis (MN); Hybrid; USD 60,000 - 86,000; Full time

Benefits offered by this job

401(k) plan with company match

Health insurance

Paid time off

Job summary

AdvisorNet Financial is seeking an IT Support Engineer to lead technical issue resolution across hardware, software, and cloud platforms. You will manage client relationships and communicate complex topics clearly across the organization.

The role emphasizes cybersecurity practices, incident response, and collaboration with Advisor Net’s tech teams. A bachelor’s degree and 3–5 years of IT support experience are preferred, with hybrid work options in Minnesota.

Qualifications

• Bachelor's degree in IT or equivalent experience.
• 3–5 years IT support engineering experience preferred.
• Strong hardware, OS, software, network, and security knowledge.
• Familiarity with cybersecurity frameworks (CIS, NIST, ISO 27001) preferred.
• Experience with multi-CRM environments and financial services platforms.

Responsibilities

• Support and resolve hardware, software, and cloud issues.
• Serve as Tier 1/2 resource in ticketing system and communicate updates to clients.
• troubleshoot root causes across devices, networks, and apps.
• Create knowledge base articles and train end users.
• Collaborate across levels of the organization and mentor teammates.
• Respond to calls, emails, and requests for technical support including cyber security.

Skills

Hardware

Software

Cloud

Cyber Security

Education

Bachelor's degree

Tools

Office 365

Azure

Salesforce

Laserfiche

Redtail

Job description

The IT Support Engineer role leads the support and resolution of technical issues involving hardware, software, and cloud-based applications. This role will manage the relationships with clients (Advisor Firms and AdvisorNet Financial) by becoming a trusted resource by effectively communicating technical and non-technical topics with all levels of the organization.

Key Responsibilities and Essential Functions:

• Support and operations execution for AdvisorNet’s Cyber Security posture and tools, this includes but is not limited to CIS audits, policy creation and enforcement, incident response, and being the SME for the Network Watch Secure program.
• Consult with users to determine hardware, software system needs.
• Develop, design, document, analyze, create, test and modify computer systems and programs based on user and system specifications.
• Work within the ticket queue system as Tier 1 and Tier 2 resource, efficiently managing and communicating updates to clients.
• Create, document, analyze, own, and resolve technical issues and client interactions within ticketing system.
• Ability to troubleshoot, diagnose, and define root cause for issues around hardware, software, business applications, network, and cyber security.
• Perform system maintenance such as installing software, applying security patches, and monitoring network performance to prevent future issues.
• Create knowledge base articles for common or complicated issues.
• Be the service desk hardware and software subject matter expert, train end users in applicable best practices.
• Respond to phone calls, emails, and client requests for technical support including but not limited to hardware, software, applications, cloud-based issues, and cyber security.
• Identify, research, and resolve technical problems on the delivery, configuration, maintenance, and troubleshooting of computer systems, ensuring timely resolution and follow-up.
• Manage feedback from clients to improve the IT team’s problem-solving techniques and identify ways to improve efficiency in processes and procedures.
• Perform remote troubleshooting through diagnostic techniques and asking pertinent questions.
• Advanced knowledge with Office 365 products, Azure, Salesforce, Cyber Security Best Practices, and PC buildouts.
• Assist with conference room equipment setup and other business needs.
• Other special projects and duties assigned within functional/knowledge area.

Job Specifications:

• Bachelor’s degree in information technology, computer science, computer information systems, or equivalent experience, required.
• 3 - 5 years of IT support engineering experience, preferred.
• Strong knowledge of hardware, operating systems, software, applications, network, and cyber security, required.
• Fundamental understanding of Cyber Security principles and familiarity with cyber security frameworks such as CIS, NIST, ISO 27001, etc., preferred.
• Fundamental understanding of Networking concepts and administration such as hardware, software, protocols, etc., preferred.
• Windows OS, Mac Operating Systems, PC technical repair and troubleshooting experience, required.
• Experience in a multi CRM environment required, knowledge in financial services platforms such as Salesforce, SmartOffice, Orion, Blackdiamond, Laserfiche, Redtail, etc., preferred.
• Ability to learn and implement new technologies.
• Ability to collaborate across all levels of an organization. Personable, approachable with a positive attitude in providing service excellence.
• Strong technical communication skills with ability to be client-facing with good business acumen. Active listener.
• Ability to manage pressure and demanding situations with resourcefulness, tact, and confidence.
• Ability to work independently with effective time management, organization, and problem-solving skills.
• Ability to manage multiple priorities and projects; prioritize, triage, and resolve conflict effectively.
• Mentor Service Desk teammates, focusing on promoting advocacy and solution collaboration.
• Ability to maintain confidentiality, exercise discretion, make solid judgements and act with integrity, professionalism and empathy.
• Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition and grammar.

At AdvisorNet, we believe in supporting our employees both professionally and personally by offering a comprehensive and competitive total benefits package. Our financial and health benefits include a robust BlueCross BlueShield health plan, dental and vision coverage, short- and long-term disability, basic life and AD&D insurance, as well as options for supplemental life and AD&D. We also offer a 401(k) and profit sharing plan with company match, generous paid time off (PTO), and access to an Employee Assistance Program (EAP). Beyond traditional benefits, we prioritize flexibility and employee wellness with work-from-home Wednesdays and 15 additional work from anywhere days each calendar year. Our newly remodeled resimercial office space features a breakfast café, with healthy fruit and snacks, cold brew and cappuccino bar, and a wellness room, with easy access to walking trails, restaurants, and shopping. Employees also enjoy access to an on-site gym and opportunities for continued education, licensing, and professional designations.