IT Support Engineer

Techbyacc; Northern (KY); Hybrid; USD 44,000 - 58,000; Full time

Benefits offered by this job

Flexible scheduling

Performance bonus

Shift differentials

Health insurance

Paid time off

Retirement plan

Training & certification

Career development

Job summary

Advanced Commercial Communications, LLC is seeking an experienced IT Support Engineer to deliver advanced remote and onsite support for client technology environments. The role focuses on Microsoft 365 administration, network troubleshooting, and project delivery with strong documentation practices.

The ideal candidate communicates clearly with customers, manages priorities, and owns issues from discovery to completion. Local region work with occasional travel is typical.

Qualifications

• Three or more years in managed services or IT support.
• Strong Microsoft 365 and licensing knowledge.
• Experience with business networking concepts.
• Proven ability to troubleshoot and resolve complex issues.
• Valid driver’s license and reliable transportation.

Responsibilities

• Resolve escalated tickets involving Microsoft 365, identity, endpoints, networking, VPNs, backups, and cloud services.
• Diagnose complex issues using structured troubleshooting and logs.
• Administer Microsoft 365 environments (Exchange Online, Outlook, Teams, OneDrive, SharePoint, Entra ID).
• Support endpoint-management and device-security processes, including deployment and patching.
• Configure and troubleshoot network infrastructure (switches, routers, firewalls, Wi‑Fi, VPNs).
• Perform onsite/remote assessments, document environments, and provide practical improvements.

Skills

Microsoft 365

Cloud platforms

Networking

Documentation

Customer service

Remote/onsite support

Education

High School Diploma

Tools

RMM platforms

Ticketing systems

Documentation platforms

Job description

Employment Type: Full-Time or Part-Time
Compensation: $32.00–$42.00 per hour, based on managed-services experience, business-networking knowledge, Microsoft 365 and cloud-platform expertise, project-delivery experience, technical certifications, customer-service ability, documentation quality, and demonstrated capability.

Advanced Commercial Communications, LLC is seeking an experienced, dependable, and customer-focused IT Support Engineer to join our growing technology-services team.

This position provides advanced remote and onsite support for the technology systems business clients rely on every day. The IT Support Engineer will resolve escalated support issues, support client networks and cloud platforms, complete technology projects, maintain accurate documentation, and help deliver secure, reliable, and well-organized technology environments.

The ideal candidate is a practical problem solver who can work independently, communicate clearly with customers, manage technical priorities, and take ownership of assigned support issues and projects from discovery through completion.

Most work is performed locally or within the region, with periodic travel throughout Oregon as customer and project needs require. Overnight travel is not typically required but may occasionally be necessary.

Position overview

The IT Support Engineer is responsible for advanced technical support, systems administration, business-network troubleshooting, Microsoft 365 support, client technology projects, documentation, and preventive maintenance.

This role works closely with customers, vendors, IT Support Technicians, and ACC leadership to identify technical problems, determine practical solutions, implement approved changes, document completed work, and improve the reliability and security of customer technology environments.

The IT Support Engineer is expected to be comfortable working across endpoints, user identity, cloud services, networking, Wi-Fi, firewalls, remote access, backups, security tools, business applications, and related technology systems.

Key responsibilities

Resolve escalated customer support tickets involving Microsoft 365, user identity, endpoint management, networking, Wi-Fi, firewalls, VPNs, backups, security tools, servers, cloud services, business applications, and related technology systems.

Diagnose complex technical issues using structured troubleshooting, event and system-log review, monitoring tools, testing, documentation, vendor coordination, and customer communication.

Administer and support Microsoft 365 environments, including Exchange Online, Outlook, Teams, OneDrive, SharePoint, Microsoft Entra ID, user accounts, groups, licenses, authentication methods, multifactor authentication, and access controls.

Support endpoint-management and device-security processes, including device enrollment, configuration policies, software deployment, patching, endpoint protection, compliance checks, and asset management.

Configure, maintain, and troubleshoot business network infrastructure, including switches, routers, firewalls, wireless access points, VPNs, DHCP, DNS, VLANs, internet connectivity, network monitoring, and cloud-managed network platforms.

Perform onsite and remote technology assessments, document customer environments, identify risks or improvement opportunities, and develop practical recommendations for leadership and customers.

Plan and complete approved client projects, including workstation refreshes, network upgrades, Wi-Fi improvements, technology standardization, Microsoft 365 migrations, equipment deployments, security improvements, and new-client onboarding.

Monitor customer environments, review alerts, identify recurring issues, complete preventive maintenance, and recommend improvements that reduce downtime and improve reliability.

Maintain accurate service-ticket notes, network diagrams, device inventories, configuration records, asset records, customer standards, passwords in approved credential systems, change logs, and technical documentation.

Create and maintain internal procedures, troubleshooting guides, standard operating procedures, and customer-facing documentation as needed.

Communicate technical findings, risks, recommendations, project status, and next steps in clear, practical language that customers can understand.

Coordinate with vendors, internet-service providers, software providers, equipment manufacturers, and customer contacts to resolve issues and complete approved work.

Support and mentor IT Support Technicians through ticket review, documentation standards, knowledge sharing, technical guidance, and escalation support.

Follow company procedures for security, client privacy, data handling, change management, documentation, and customer communication.

Maintain a professional appearance, customer-service mindset, and organized work habits while representing ACC at customer locations.

Required qualifications

High school diploma, GED, or equivalent.

Three or more years of hands-on experience in managed services, IT support, systems administration, network support, field engineering, or a related technical role.

Demonstrated experience independently troubleshooting and resolving complex business technology issues.

Strong working knowledge of Microsoft 365, including Outlook, Teams, OneDrive, SharePoint, Exchange Online, Microsoft Entra ID, user and license management, multifactor authentication, and access controls.

Strong working knowledge of business networking concepts and equipment, including TCP/IP, IP addressing, DHCP, DNS, VLANs, routing, switching, Wi-Fi, VPNs, firewalls, internet connectivity, and network troubleshooting.

Experience supporting Windows workstations, business applications, printers, mobile devices, endpoint protection, patch management, remote-access tools, and common workplace technology.

Experience using remote monitoring and management platforms, ticketing systems, documentation platforms, password-management tools, remote-support software, and asset-management tools.

Ability to diagnose technical issues using command-line tools, log review, network diagnostics, vendor documentation, monitoring platforms, and structured troubleshooting methods.

Strong written documentation, organization, problem-solving, and customer-service skills.

Ability to manage multiple priorities, communicate clearly about status and next steps, and elevate issues appropriately.

Valid driver’s license and acceptable driving record.

Reliable transportation for reporting to company locations and customer sites.

Willingness to travel locally and regionally as customer and project needs require.

Ability to safely lift and carry typical IT equipment, including computers, monitors, printers, small UPS units, and network hardware, generally up to 50 pounds.

Preferred qualifications

Candidates with the following qualifications will receive strong consideration:

Experience working for a managed service provider or providing support across multiple customer environments.

CompTIA A+, Network+, Security+, CySA+, Microsoft, Cisco, Ubiquiti, Fortinet, Meraki, SonicWall, MikroTik, or comparable technical certifications.

Experience with Microsoft Intune, Windows Autopilot, Microsoft Defender, Exchange Online, Microsoft Entra ID, Conditional Access, device compliance, configuration profiles, application deployment, and endpoint-management workflows.

Experience with Windows Server, Active Directory, Group Policy, Hyper-V, VMware, NAS devices, backup and disaster-recovery systems, cloud backup, and virtualization.

Experience with business firewalls, managed switches, wireless systems, network segmentation, VPNs, cloud-managed network platforms, and network monitoring.

Experience supporting Ubiquiti UniFi, Fortinet, Meraki, Cisco, SonicWall, MikroTik, TP-Link Omada, or comparable business networking platforms.

Experience with endpoint protection, security awareness, multifactor authentication, email security, patch management, vulnerability remediation, backup monitoring, and cybersecurity best practices.

Experience planning and delivering client technology projects, including network upgrades, Wi-Fi improvements, Microsoft 365 migrations, new-client onboarding, workstation deployments, and technology refreshes.

Experience supporting VoIP systems, hosted phones, SIP devices, conference-room technology, printers, line-of-business applications, digital signage, or related business technology.

Associate degree, bachelor’s degree, technical-school training, relevant military technical experience, or equivalent practical IT and network-administration experience.

Compensation

Hourly pay: $32.00–$42.00 per hour

Pay is based on relevant managed-services experience, business-networking and cloud-platform knowledge, Microsoft 365 administration experience, technical certifications, troubleshooting ability, project-delivery experience, customer communication, documentation quality, and demonstrated ability to independently resolve advanced technical issues.

The upper end of the range is intended for candidates with demonstrated experience owning complex support issues, administering Microsoft 365 and identity environments, managing endpoint platforms, supporting business firewalls and networks, completing client projects, maintaining strong documentation, and communicating recommendations clearly to customers.

Benefits and opportunities

Flexible scheduling when service, project, and customer requirements allow

Performance-based bonus opportunities

Shift differentials for qualifying after-hours, emergency, overnight, or nonstandard-schedule support

Health-insurance, paid-time-off, and retirement-plan options, based on position and eligibility

Paid training, certification support, and professional-development opportunities

Opportunities to build and expand managed IT, networking, Microsoft 365, cybersecurity, endpoint-management, cloud-service, VoIP, and business-technology skills

Opportunities to help develop standards, procedures, documentation, customer-support practices, and the long-term growth of ACC’s technology-services team

Optional employee-appreciation and team-building events, including company BBQs, team meals, outdoor recreation, camping, fishing outings, and other activities throughout the year

Company-provided equipment

Depending on role requirements and eligibility, ACC may provide:

Company-branded apparel or uniforms

Required job-specific tools and IT-support equipment

Company laptop, when required for the position

Company phone stipend or company-provided phone, as applicable

Fuel card and/or company vehicle for qualifying positions and approved business use

Equal employment opportunity

Advanced Commercial Communications, LLC is an equal opportunity employer. We value a respectful, professional, and inclusive workplace and do not discriminate based on race, color, religion, national origin, sex, sexual orientation, gender identity, age, marital status, veteran status, disability, or any other status protected by applicable law.