Remote TAC Engineer - 2nd-tier IT & Cloud Support

New Charter Team Genesis

Rocky Hill (CT)

On-site

USD 65,000 - 85,000

Full time

3 days ago

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Job summary

ADNET Technologies, a New Charter Company, seeks a TAC Engineer to deliver remote Level 2 technical support for ADNET clients across managed IT environments. You will troubleshoot Windows Server, Microsoft 365, Azure/Entra, Intune, and network issues using ConnectWise and remote tools, while maintaining accurate documentation and client communication.

You will collaborate with the triage team, escalate when needed, and participate in stand-ups and on-call rotations.

Qualifications

Associate’s degree or 3–5 years of equivalent technical experience.
At least one relevant industry certification.
Strong IP networking knowledge with remote troubleshooting and resolution skills.

Responsibilities

Provide remote and occasional on-site Level 2 technical support to ADNET clients through telephone, email, ticketing systems, and remote-control tools.
Actively manage assigned tickets, projects, and follow-ups to ensure timely response and resolution in accordance with service-level expectations.
Escalate issues outside your skill set promptly to help ensure timely client resolution.
Maintain accurate, current client documentation as environments change and projects are completed.
Identify proactive solutions to recurring support issues and drive problems toward permanent resolution while using short-term mitigations when appropriate.
Perform preventive maintenance on client servers, workstations, switches, and firewalls.
Troubleshoot backup systems and assist with data restoration when needed.
Perform network maintenance and system upgrades, including service packs, patches, hot fixes, and security configurations.
Maintain timely communication with clients and the triage team regarding assignment status, next steps, and resolution progress.