Technical Support Engineer

R2 Unified Technologies; Boca Raton (FL); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

401k matching

Profit sharing

Unlimited PTO

100% Covered Medical & Dental

Life Insurance

Short & Long Term Disability

Job summary

R2 Unified Technologies in Boca Raton, Florida, is seeking a customer-focused Support Engineer to handle and resolve customer issues through phone and email. Responsibilities include troubleshooting network, systems, security, and voice-related issues, alongside managing user accounts in Active Directory and executing software updates. Candidates need 3+ years of experience in an IT support environment, a college degree or equivalent experience, and strong communication skills. The position offers unlimited PTO, 401k matching, and comprehensive medical coverage.

Qualifications

• Experience working across multiple disciplines (Servers, Desktop, Cloud, LAN, WAN, Voice).
• Ability to work independently without supervision.
• Participate in an on-call schedule, providing after-hours support.

Responsibilities

• Handle incoming phone calls, gather information, and create tickets in the system.
• Troubleshoot and resolve client network, security, cloud, and voice issues.
• Perform moves, adds, changes for client phone systems and infrastructure.

Skills

Network troubleshooting

Windows troubleshooting

Communication skills

Cloud services (AWS, Azure)

Active Directory

Education

College degree or equivalent technical experience

Job description

This is a customer-focused role in which the Support Engineer will be expected to handle and resolve customer issues through phone and email. You will be responsible for performing basic routine health checks, network monitoring and troubleshooting of network, systems, security, cloud and voice related issues. As a Technical Support Engineer, you are essential to providing a "white-glove" level of support to our customers.

Responsibilities

• Handle incoming phone calls, gather information, create tickets in ticketing system and elevate or assign as necessary
• Work on trouble tickets to troubleshoot & resolve client network, security, cloud and voice related issues in a timely manner
• Perform moves, adds, changes for client phone systems, network devices, VMware, AWS, or Azure
• Provide support for Windows servers, PCs and laptops as well as loading software
• Responding to monitoring and security alerts according to standard processes
• Execute software updates to network devices and systems
• Escalate issues and partner with Engineering team for network & system infrastructure support
• Update and create internal articles and/or documentation
• Check to ensure backups have been completed and remediate failures when necessary
• Create and manage user accounts in Active Directory
• Work within required SLAs for the business and provide regular and frequent status updates

401k

Including matching

Profit sharing

Share in the success

Paid time off

Unlimited PTO

100% Covered

Medical & Dental

Life Insurance

ST & LT Disability

Job Requirements

• Experience working across multiple disciplines (Servers, Desktop, Cloud, LAN, WAN, Voice)
• Knowledge of basic network troubleshooting
• Knowledge of basic Windows troubleshooting
• Ability to work independently without supervision
• Strong verbal and written communication skills
• This position will participate in an on-call schedule, providing after hours support as necessary

Required Experience

• Possess college degree or equivalent technical experience
• 3+ years’ experience in an IT position or support environment configuring and supporting various systems