Support Engineer

Bestinboating; Acworth (GA); On-site; USD 45,000 - 60,000; Full time

Benefits offered by this job

Bonus potential up to 10% of base salary

Job summary

A leading technology company in Acworth, GA, seeks a Support Engineer to provide Tier 1 support and ensure resolution of end-user issues. The role involves documenting procedures, improving internal IT tools, and collaborating across teams. Ideal candidates have 2+ years of IT support experience and strong knowledge of Windows and macOS environments. This position offers a salary between $45,000 and $60,000 annually, plus a performance bonus up to 10% of the base salary.

Qualifications

• 2+ years of experience in IT support or help desk roles.
• Strong knowledge of Windows and macOS environments.
• Familiarity with ticketing systems and remote support tools.

Responsibilities

• Provide Tier 1 support for hardware, software, and network issues.
• Respond to and resolve help desk tickets in a timely manner.
• Document support procedures and troubleshoot steps.

Skills

Technical support

Excellent communication

Customer service

Troubleshooting

Education

CompTIA A+

CompTIA Network+

Tools

Microsoft 365

Ticketing systems

ManageEngine

PowerShell

Python

Job description

Description

Position Title: Support Engineer

Department: Information Technology

Reports To: Chief Information Officer (CIO)

Location: Acworth, GA (Hybrid/On-site as needed)

Salary Range: $45,000 - 60,000 annually + benefits

Summary

The Support Engineer will serve as the first line of technical support for the organization, ensuring timely and effective resolution of end-user issues. This role is also responsible for contributing to documentation, internal process improvement, and the development of internal support tools that enhance IT service delivery.

Key Responsibilities

Provide Tier 1 support for hardware, software, and network issues across the organization.

Respond to and resolve help desk tickets in a timely and professional manner.

Assist in the configuration and deployment of ManageEngine, NITRO, and Auvik.

Document support procedures, troubleshooting steps, and knowledge base articles.

Collaborate with the Network Engineer and Junior Developer to improve internal IT tools and workflows.

Participate in onboarding and offboarding processes for employees.

Support inventory management and asset tracking for IT equipment.

Preferred Experience

Exposure to ITSM platforms like ManageEngine.

Experience with scripting or automation tools (e.g., PowerShell, Python).

Familiarity with network monitoring or endpoint management tools.

CompTIA Network+

Utilization Breakdown

End-user Support 40%

Documentation 20%

Internal Support Tool Development 20%

Other (training, meetings, etc.) 20%

Performance Evaluation & Incentive Structure

Bonus Potential: Target bonus of up to 10% of base salary, based on quarterly KPI performance and annual evaluation.

Requirements

Required Skills & Qualifications

2+ years of experience in IT support or help desk roles.

Strong knowledge of Windows and macOS environments, Microsoft 365, and common business applications.

Familiarity with ticketing systems and remote support tools.

Excellent communication and customer service skills.

Ability to document technical processes clearly and concisely.

CompTIA A+