Senior IT Support Engineer – Managed Services

TalentHop

United States

On-site

USD 32,000 - 41,000

Full time

6 days ago

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Job summary

TalentHop is seeking an IT Support Specialist to provide advanced technical support within our managed services team. You will investigate escalated issues across applications, OS, networking, and VDI, applying thorough troubleshooting to resolve root causes and support complex environments.

The role requires 3+ years in professional IT support, strong knowledge of Windows, AD, 365, DNS/DHCP, and experience with VMware Horizon/Citrix/RDS.

Qualifications

Three years of professional IT support experience in a managed services or multi-customer environment.
Strong knowledge of Windows, Active Directory, Microsoft 365, TCP/IP, DNS, DHCP, remote support tools, and IT service management platforms.
Experience supporting virtual desktop or hosted application environments such as VMware Horizon, Citrix, or RDS.
Excellent communication, judgment, attention to detail, and ability to stay organized under pressure.

Responsibilities

Investigate and resolve escalated technical issues across applications, operating systems, virtual desktops, authentication, networking, and endpoints.
Apply thorough troubleshooting methods to identify root causes rather than temporary fixes.
Deliver professional customer support via phone, email, chat, remote sessions, and IT service management tools.
Review and analyze ticket history and environmental context to determine next steps and elevate when necessary.
Manage user accounts, access permissions, multi-factor authentication, and related onboarding/offboarding tasks.
Configure and support hardware and software, including virtual desktops and cloud-hosted applications.
Diagnose network issues involving connectivity, DNS, DHCP, and VLANs, escalating complex problems appropriately.
Monitor alerts and events, responding with investigation, ticketing, or escalation as needed.
Develop familiarity with customer environments to identify improvements and prevent recurring issues.
Document all support activities comprehensively in the service management platform.
Create and maintain knowledge base articles and support cross-training initiatives.
Perform approved application upgrades, maintenance, and after-hours support activities as required.