IT Support Specialist

Full‑Time

Exempt

On‑Site at Client Location

Candidates should live within a reasonable commuting distance of the Naples location (typically 30–45 minutes).

Support Engineers (IT Support Specialists) provide Tier 1 and Tier 2 reactive and proactive support for a wide range of Windows, Microsoft cloud, networking, and hardware issues. They work both onsite at the client location and remotely from Entech’s Service Desk, answering service desk calls, troubleshooting over the phone, onsite, or via remote access, and escalating problems when appropriate. They maintain a healthy ticket queue, enter time and notes, and manage their daily schedule and board responsibilities.

• Identify, troubleshoot, and document user issues to resolution while maintaining superior customer satisfaction.
• Resolve reactive support requests related to Windows servers and desktops, Microsoft cloud services (including Microsoft 365 and Azure), firewalls, managed switches, and LAN/WAN connectivity issues.
• Resolve proactive alerts and monitors generated by the NOC, such as backups, viruses, impending hardware failures, licensing issues, and more.
• Manage daily ticket queues and schedule to ensure all assigned tickets are resolved and responded to within preapproved targets.
• Communicate with customers: keep them informed of incident progress, notify them of impending changes or agreed outages.
• Improve customer service, perception, and satisfaction.
• Effectively communicate the scope of work for all hourly clients.
• Work in a team and communicate effectively.
• Escalate service or project issues that cannot be completed within agreed service levels.

• Intermediate proficiency in and ability to troubleshoot:
  • Windows 10 and 11 Operating Systems
  • Workstation and Server Hardware
  • Printer and Multi‑function devices and technologies
  • Standard Windows Applications
  • Microsoft Office Suite
  • Email and Mobile Device connectivity
• Basic proficiency in and ability to troubleshoot:
  • Mac OS troubleshooting
  • IPv4 and IPv6 technologies
  • LAN/WAN connectivity issues
  • Hyper‑V, vSphere, Citrix, SQL, and Terminal Services
  • Active Directory
  • Windows Server 2008–2022
  • VPN connectivity troubleshooting and configuration (Cisco, Sonic Wall, OpenVPN, IPSec)
  • Microsoft 365 and Microsoft Azure

• Comprehensive knowledge of information systems technology subjects and hardware/software with the ability to keep abreast of new technologies.
• Ability to read, interpret documents, write routine reports and correspondence, and speak effectively in English.
• Ability to perform basic math computations.
• Ability to apply common sense and understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to maintain composure and handle stressful situations.
• Must be detail‑oriented, organized, multi‑task oriented, and possess excellent communication skills.

• High School Diploma or GED (two years college or equivalent work experience preferred).
• One to two years working in a Technical Support/Service Desk environment preferred.

• CompTIA A+ or equivalent.
• CompTIA Network+ or equivalent preferred.

• Free employee medical insurance
• Additional employer‑paid medical options
• Fully vested 401(k) match
• Flexible time off (unlimited paid days)
• Free $10,000 life insurance policy
• Six paid holidays (plus Black Friday)
• Flexible schedule options
• Yearly culture‑building employee events
• Optional dental, vision, accident, hospital, short‑term and long‑term disability, identity theft protection, and additional life insurance.

Entech is an Equal Opportunity Employer and participates in E‑Verify for all employees. This position requires the passing of a level 2 background check and a pre‑employment drug screening. A valid driver’s license is required.