ACI Support Engineer

HTC – A brief profile    Established in 1990, HTC Inc., a company with headquarters in Troy, Michigan, is a leading global Information Technology solution and BPO provider. HTC assists clients across multiple industry verticals, offering turnkey project lifecycle in, e-business, data warehousing, embedded systems, ECM, SCM, CRM, and ERP solutions. HTC Inc. offers ConnectIT, our Global Delivery Methodology that enables the seamless delivery of outsourced IT services.

HTC has global delivery centers across the globe.

About the Job
We are looking for a skilled and customer-focused ACI Support Engineer to join our team. You will serve as the front-line engineer providing pre-migration consultations, network readiness validation, and ISP/network troubleshooting for agent offices, with full case ownership in Service Now. This role is an entry point into the ACI Support Engineer track with growth opportunities into SOP development and Help Desk enablement.

Skill Requirements:
Strong understanding of TCP/IP, DNS, DHCP, VPN, Wi-Fi, Routers & Switches.
Experience troubleshooting internet connectivity and ISP-related issues.
Ability to gather and document office network topology information during live calls.
Proficiency in Windows Networking troubleshooting and configuration.
Hands-on experience with Service Now or any ITSM/ticketing platform.
Strong verbal and written communication skills for guiding non-technical end users.
Ability to work rotational/night shifts to cover 7 AM – 7 PM EST window.
Strong customer service orientation with patience and empathy for frustrated end users.
Clear understanding of escalation paths and scope management.