Support Engineer

• Deploy, manage, and support customer production systems for legacy on-premises and SaaS product offerings
• Support AWS Gov Cloud environments and user systems located at customer sites
• Install and support personal computer systems, printers, peripheral connections, and software
• Communicate with internal teams and customers to plan and review implementation status
• Monitor logging and alerting systems to ensure high availability and reliability
• Install and configure TECH5-provided hardware and software
• Provide instruction and assistance to contracted support personnel
• Develop processes and templates for customer project implementation
• Interface with the Project Implementation team on deployment, documentation, repair, and troubleshooting
• Share project installation, configuration, remote connection, and contact data with Technical Support team members
• Participate in a 24x7 on-call shift rotation and travel up to 5% as needed
• Respond to customer support requests via email, helpdesk ticketing system, and phone
• Complete annual security training and follow security policies and procedures
• Use remote support tools to resolve customer hardware issues
• Reproduce reported issues, identify solutions, and report defects to engineering and management
• Assist engineering and quality assurance teams with test cases when assigned
• Update asset management information to reflect customer deployment status
• Perform other assigned duties

• Associates degree or higher in Information Technology, Computer Science, Computer Engineering, or certification from a trade-school in a relevant discipline, or equivalent work experience
• Practical hands‑on experience with building and troubleshooting personal computers and peripherals
• A minimum of one year of experience in a Helpdesk environment including customer interaction and ticket management
• A minimum of one year of demonstrated client‑server system experience
• Understanding of basic networking concepts and the ability to troubleshoot connectivity issues
• Fluent English skills, written and verbal, are required
• Knowledge and experience of Dev Ops or cloud environment support is highly desirable
• Skills with automation and scripting (BASH, Python, Go, others) are desirable
• Able to interpret and explain technical systems to non-technical audiences
• Ability to work both independently and within a team environment, with the situational awareness to understand when escalation is warranted
• Advanced knowledge of PC computing and general IT system management skills
• Exhibits meticulous attention to detail and is committed to producing accurate and high‑quality work
• Excellent time management, organizational and problem‑solving skills
• Ability to lift and move up to 50-lbs
• Must be physically located within the State of Virginia
• Must pass enhanced criminal and background checks conducted by individual customers
• Eligible to work full‑time in the United States; TECH5 USA does not provide visa sponsorship

Demonstrates expertise in deploying and managing customer production systems, including legacy on‑premises and SaaS offerings, while providing exceptional support in AWS Gov Cloud environments. Proficient in troubleshooting, client‑server systems, and effective communication with both technical and non‑technical stakeholders.

• AWS Gov Cloud Support
• Helpdesk Experience
• PC Troubleshooting
• Automation and Scripting
• Client‑Server System Experience

• PC Computing
• Networking Concepts
• Troubleshooting
• Automation
• Scripting
• Technical Documentation
• System Management
• Customer Support
• Asset Management
• Security Policies

• Attention to Detail
• Time Management
• Organizational Skills
• Problem‑Solving
• Communication Skills

• Associates Degree in Information Technology
• Certification from Trade‑School

• SaaS
• Dev Ops
• Cloud Environment Support
• Customer Interaction
• On‑Call Support

• Helpdesk Ticketing System
• Remote Support Tools
• TECH5 Hardware and Software
• Logging and Alerting Systems