TAC Helpdesk Engineer

Job description

We believe talent deserves a human touch. Your application will be read by an actual person who’s excited to discover the real you. At ADNET, a New Charter Company, we are seeking a TAC Engineer in a primarily remote role (in other companies this person could hold the title of Technical Support Engineer, Level 2 Support Engineer, IT Support Engineer) to deliver responsive technical support and resolve complex client technology issues across managed IT environments. In this role, you will partner with clients, the triage team, and ADNET technical staff to manage support cases and project work using ConnectWise, remote management tools, Microsoft 365, Azure/Entra, Intune, Windows Server and desktop platforms, and network technologies. You will troubleshoot issues through phone, email, ticketing, remote-control tools, and occasional on-site visits while maintaining accurate technical documentation. To be successful in this role, you will apply strong root-cause analysis across Microsoft, cloud, networking, backup, virtualization, and endpoint environments while actively managing tickets to service-level expectations. You will communicate clearly with clients and teammates, escalate issues appropriately, drive recurring problems toward permanent resolution, and keep client systems and documentation current. General Job Duties Include 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. Perform preventive maintenance on client servers, workstations, switches, and firewalls. Support and troubleshoot virtual environments both on premises and in the cloud. Install, configure, and troubleshoot Windows operating systems, applications, Microsoft 365 services, Azure cloud infrastructure, and managed service applications. Troubleshoot backup systems and assist with data restoration when needed. Perform network maintenance and system upgrades, including service packs, patches, hot fixes, and security configurations. Maintain timely communication with clients and the triage team regarding assignment status, next steps, and resolution progress. Keep current with industry trends and technologies that may affect operations or client expectations, and pursue assigned education and certification objectives. Follow TAC Department and Service Operations policies, standard operating procedures, and installation standards; identify procedural gaps to the Manager when needed. Participate in morning stand-ups, TAC technical staff meetings, and other team or company meetings, prepared to discuss client issues, project status, and scheduling concerns. Meet departmental billable-hour and utilization expectations and record work accurately in ConnectWise in real time. Participate in the on-call rotation and remain reachable 24/7 while assigned to on-call coverage. Collaborate voluntarily on eligible law-enforcement projects when desired; such work may require additional training and background screening conducted in accordance with the FBI Criminal Justice Information Services (CJIS) Security Policy. Perform other TAC Engineer responsibilities as assigned by the Manager. Required Experience 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. Strong root-cause analysis, client service, written communication, and verbal communication skills, with the ability to work independently and collaboratively. Preferred Experience Managed service provider (MSP) experience or experience in high-volume technical support environments supporting diverse technologies. Working knowledge of Apple Mac technology. Experience supporting virtualized environments, backup systems, cloud infrastructure, and managed service applications. Working knowledge of ITIL principles for ticket classification. Standards of Performance Maintain excellent client relationships and a professional, collaborative communication style. Complete accurate time entries in real time and submit timesheets and ConnectWise activity records on schedule. Respond to and resolve support calls and managed services issues in accordance with service-level agreements while meeting or exceeding billable utilization requirements. Complete projects, tasks, and assigned responsibilities accurately, professionally, and on time. Comply with company and departmental policies and procedures and incorporate ADNET core values into daily work. Maintain progress toward career development goals, including continued education and certifications. Location: Remote - Prefer East Coast Salary: 65k+ Physical Requirements & Work Conditions Vision: Correctable vision. Hearing: Full hearing capability, including the ability to distinguish tones. Ability to effectively speak, read, and write English. Work schedules may fall between 7:00 AM and 6:00 PM and may change based on coverage needs; some evenings, weekends, and overnight travel may be required. Who We are: At New Charter, we’re building a caliber of business the IT industry hasn’t yet seen. We are serving small-to-medium sized businesses in 10+ industries across North America, and we deliver best-in-class technology solutions to propel our clients into the digital world. At New Charter, we’re investing in our people – through growth and learning initiatives, employee benefits, company innovation, and more. We are constantly seeking a diverse candidate backgrounds and perspectives to amplify inclusive hiring practices for each job opening. Our partner companies have career paths for many different role types, whether you want to be deeply technical or whiteboarding with clients, and we are committed to developing fulfilling career paths for all contributors at New Charter. ( Please note: Every application submitted through Workday is reviewed by a real person, not an AI. We value your time and take each submission seriously.) Our teams are dedicated to pioneering breakthrough technologies, disruptive solutions, and transformative strategies. We’re the architects of change, fostering an environment where bold ideas take flight, and creativity knows no bounds. At New Charter, we’ve embraced the idea that every individual brings something special to the table. Our foundation is based on the belief that each team member plays a crucial role in our collective success. Ready to be part of a dynamic and supportive community where your unique skills and personality shine? We’re on a mission to make a difference, and we want you to be part of the story. Let’s transform the world together and build a career that’s as unique as you are! We are looking for driven and passionate people who are excited to work in an incredibly rewarding environment. So, if you are ready to learn, be inspired, solve problems, and grow professionally, apply today! Learn more here: Why New Charter . New Charter i s committed to creating an inclusive environment and is proud to be an equal opportunity employer. New Charter recruits, employs, trains, compensates, and promotes regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.