Remote TAC Engineer – MSP Level 2 Support (24/7 on-call)

New Charter Team Genesis; City of Albany (NY); On-site; USD 65,000 - 75,000; Full time

Benefits offered by this job

401K match

Responsible Time Off (RTO)

Remote-friendly policy

Co-working spaces

Job summary

ADNET Technologies, a New Charter Company, seeks a TAC Engineer to deliver remote Level 2 technical support and manage complex client issues across managed IT environments. You will collaborate with clients, the triage team, and ADNET staff using ConnectWise, Microsoft 365, Azure/Entra, Intune, and Windows Server.

You should have strong networking knowledge, server and cloud experience, and excellent communication skills to meet SLA targets while documenting work and maintaining client

Qualifications

• Associate’s degree or 3–5 years of equivalent technical experience.
• At least one relevant industry certification or equivalent demonstrated technical experience.
• Strong IP networking knowledge with the ability to remotely troubleshoot and resolve hardware, software, switching, routing, wireless, and firewall issues.
• Hands-on experience with Microsoft Windows Server and desktop environments, Microsoft 365, and Azure services including Entra, Microsoft 365 Admin Center, and Intune.

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.

Skills

IP networking

Windows Server

Microsoft 365

Azure Entra

Intune

Remote support

Root-cause analysis

Education

Associate’s degree

Industry certification

Tools

ConnectWise

Remote management tools

Job description

ADNET Technologies, a New Charter Company, seeks a TAC Engineer to deliver remote Level 2 technical support and manage complex client issues across managed IT environments. You will collaborate with clients, the triage team, and ADNET staff using ConnectWise, Microsoft 365, Azure/Entra, Intune, and Windows Server.

You should have strong networking knowledge, server and cloud experience, and excellent communication skills to meet SLA targets while documenting work and maintaining client