Technical Support Engineer

Location:

Charleston – 997 Morrison Drive, Suite 402 Business

The Technical Support Engineer will play an integral role in delivering and maintaining enterprise IT solutions that support business operations and drive organizational efficiency. This position is responsible for the support and engineering of core technologies including, but not limited to, Windows 11, Office 365, and Intune as well as providing basic network support. This role offers structured professional development through hands‑on experience and online learning opportunities, and technical boot camps.

• Provide hands‑on technical assistance for Dell (including Dell Tech Direct), Lenovo, and Mac hardware, as well as Windows 11, iOS, Android, and Office 365 applications.
• Deliver exceptional end‑user support across devices, applications, and conference room technology to ensure optimal productivity.
• Support daily operations in a dynamic environment composed of approximately 40% business support with escalations from the Service Desk, 50% engineer and administration in various IT systems, and 10% cross training and career development.
• Collaborate with external vendors to resolve escalated or complex technical issues beyond internal scope.
• Participate in a 24x7x365 executive support rotation, serving on‑call for approximately one week every fourteen weeks as part of a shared schedule.
• Leverage Service Now for incident and request management, ensuring accurate documentation and timely resolution.
• Create and maintain knowledge base articles for both internal use and customer‑facing support.
• Analyze Service Now data to identify recurring issues, trends, and opportunities for proactive remediation.
• Architect, engineer, and maintain management platforms including Jamf (for macOS) and Printer Logic (for print services).
• Manage, secure, and deploy applications and device policies through Jamf and Printer Logic.
• Conduct software testing and compatibility validation to ensure smooth system integrations and program deployments.
• Support infrastructure improvements through data analysis, system monitoring, and recommendations for technical optimization.
• Contribute to project‑based initiatives involving new technology deployments, upgrades, and process enhancements.
• Apply strategic thinking to identify opportunities for innovation and improvements in the technology environment.
• Assist in planning and execution of technical components for company wide meetings, events, and conferences.
• Deliver or assist in developing user training programs and documentation to enhance technology adoption and efficiency.
• Support ongoing professional development and contribute to knowledge sharing across the IT team.
• Perform other duties as assigned in support of organizational goals and technology initiatives.

• Incidents resolved in under 1 day – 50%
• Incidents resolved in under 2 days – 60%
• Response time for incidents –