IT Systems Engineer

Who We Are

Merit Technologies is a leading IT company in South Carolina that offers outsourced IT services and careers. They also have an outstanding reputation based on their industry-leading solutions and exceptional customer service. We are always interested in meeting new talent – that’s why our award‑winning reputation as the top IT services company is spreading and growing. We have an impressive customer base, a solid pipeline of new business and a proven track‑record of growth.

The IT Systems Engineer I is responsible for delivering first‑level technical support across a variety of end‑user systems, devices, and business applications. This role involves troubleshooting, configuring, and maintaining hardware, software, and cloud‑based services to ensure reliable performance within client and enterprise environments. The engineer will support day‑to‑day IT operations, document all activities in the ticketing system, and maintain high customer satisfaction through timely, accurate, and professional service.

Key Responsibilities

• Respond to inbound tickets, phone calls, and chat requests for general technical support issues.
• Diagnose and resolve basic hardware, operating system, connectivity, application, and performance issues across supported environments.
• Assist with device lifecycle management, including enrollment, configuration, user account setup, application deployment, and verification of standard security settings.
• Support endpoint management, licensing, and provisioning processes for user devices and business applications.
• Support the deployment of updates, patches, and standard software packages across managed environments.
• Maintain and support adherence to established security standards, policies, and endpoint protection requirements.
• Record all support interactions, resolutions, and escalation steps in the MSP ticketing system.
• Route unresolved or complex issues to Tier 2/Tier 3 engineers or the Escalations team in accordance with standard operating procedures.
• Work closely with peers and cross‑functional teams to ensure seamless support for client and internal technology environments.
• Provide basic user guidance and how‑to support for hardware, operating systems, standard business applications, and productivity tools.

Qualifications

• 1+ years of IT support experience, preferably in a managed services (MSP) or enterprise environment.
• Strong understanding of endpoint operating systems, common business applications, cloud services, and hardware troubleshooting. Relevant industry certifications are a plus.
• Familiarity with MSP Ticketing systems, preferably Connect Wise.
• Familiarity with user identity management, cloud account administration, and device enrollment or provisioning workflows.
• Experience with endpoint management, mobile device management (MDM), or systems administration platforms is preferred.
• Basic understanding of networking (TCP/IP, DNS, DHCP).
• Working knowledge of Windows OS and Microsoft 365 environments.
• Excellent communication and customer service skills, strong problem‑solving skills and attention to detail, and the ability to work in a fast‑paced, multi‑client environment.

Technical Requirements

• Endpoint and Platform Support:
  • Proficient in supporting desktop and mobile operating systems in business environments.
  • Experience with device provisioning, application deployment, and business account or asset management processes.
  • Familiarity with endpoint management, remote monitoring, or device administration platforms.
  • Ability to troubleshoot end‑user hardware, mobile devices, peripherals, and common software issues.
  • Knowledge of account administration, cloud‑based services, and device enrollment or setup workflows.
  • Understanding of endpoint security controls, device encryption, access protections, and basic security best practices.
• General Technical
  
  Skills:
  
  
  • Working knowledge of Windows OS and common enterprise applications.
  • Experience with ticketing systems and RMM support tools.
  • Basic networking knowledge (TCP/IP, DNS, DHCP).
  • Familiarity with Microsoft 365 and cloud‑based productivity tools.

Performance Metrics

• First contact resolution rate.
• Ticket response and resolution time compliance.
• Customer Satisfaction scores (CSAT).
• Documentation accuracy in ticketing system and documentation platform.

We offer a competitive compensation and benefits package including, but not limited to the following:

• PTO
• Paid Holidays
• Health, Dental & Vision Insurance
• Simple IRA
• More!
• Pay Range: $45,000-$60,000 annually based on experience.