Support Engineer

Jobtailor

Richmond (VA)

On-site

USD 40,000 - 60,000

Full time

3 days ago

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Job summary

Jobtailor in Virginia seeks an IT Support Specialist to deploy, manage, and support customer production systems across on‑premises and SaaS offerings. You will assist at customer sites within AWS GovCloud environments and handle PC hardware/software, printers, and peripherals.

You will communicate with internal teams and customers to plan implementation status, monitor logs for reliability, and participate in a 24x7 on‑call rotation with up to 5% travel.

Qualifications

Associates degree in IT or trade-school certs or equivalent work experience.
Hands-on PC and peripherals troubleshooting experience.
1+ year Helpdesk experience with ticket management.
1+ year client-server system experience.
Basic networking knowledge and troubleshooting.

Responsibilities

Deploy, manage, and support customer production systems for legacy on-premises and SaaS offerings.
Support AWS GovCloud environments and customer sites.
Install and support PCs, printers, peripherals, and software.
Communicate with internal teams and customers to plan implementation status.
Monitor logging and alerting systems for high availability.

Skills

Fluent English

DevOps

Scripting

PC Troubleshooting

Customer Support

Networking concepts

Education

Associates degree in IT

Trade-School certificate

Tools

Helpdesk Ticketing System

Remote Support Tools

TECH5 Hardware/Software

Logging & Alerting

Job description

Deploy, manage, and support customer production systems for legacy on-premises and SaaS product offerings
Support AWS GovCloud environments and user systems located at customer sites
Install and support personal computer systems, printers, peripheral connections, and software
Communicate with internal teams and customers to plan and review implementation status
Monitor logging and alerting systems to ensure high availability and reliability
Install and configure TECH5-provided hardware and software
Provide instruction and assistance to contracted support personnel
Develop processes and templates for customer project implementation
Interface with the Project Implementation team on deployment, documentation, repair, and troubleshooting
Share project installation, configuration, remote connection, and contact data with Technical Support team members
Participate in a 24x7 on-call shift rotation and travel up to 5% as needed
Respond to customer support requests via email, helpdesk ticketing system, and phone
Complete annual security training and follow security policies and procedures
Use remote support tools to resolve customer hardware issues
Reproduce reported issues, identify solutions, and report defects to engineering and management
Assist engineering and quality assurance teams with test cases when assigned
Update asset management information to reflect customer deployment status
Perform other assigned duties

Requirements

Associates degree or higher in Information Technology, Computer Science, Computer Engineering, or certification from a trade-school in a relevant discipline, or equivalent work experience
Practical hands‑on experience with building and troubleshooting personal computers and peripherals
A minimum of one year of experience in a Helpdesk environment including customer interaction and ticket management
A minimum of one year of demonstrated client‑server system experience
Understanding of basic networking concepts and the ability to troubleshoot connectivity issues
Fluent English skills, written and verbal, are required
Knowledge and experience of DevOps or cloud environment support is highly desirable
Skills with automation and scripting (BASH, Python, Go, others) are desirable
Able to interpret and explain technical systems to non-technical audiences
Ability to work both independently and within a team environment, with the situational awareness to understand when escalation is warranted
Advanced knowledge of PC computing and general IT system management skills
Exhibits meticulous attention to detail and is committed to producing accurate and high‑quality work
Excellent time management, organizational and problem‑solving skills
Ability to lift and move up to 50-lbs
Must be physically located within the State of Virginia
Must pass enhanced criminal and background checks conducted by individual customers
Eligible to work full‑time in the United States; TECH5 USA does not provide visa sponsorship

Core Competencies

Demonstrates expertise in deploying and managing customer production systems, including legacy on‑premises and SaaS offerings, while providing exceptional support in AWS GovCloud environments. Proficient in troubleshooting, client‑server systems, and effective communication with both technical and non‑technical stakeholders.

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