Support Engineer I/II

Support Engineer I/II

ABOUT THE TEAM

At JCMR, we deliver enterprise-level IT expertise, skills, and services to SMB and mid-market organizations. But we’re more than just IT services, we are a trusted partner that enables meaningful transformation for our customers while maintaining the highest security standards.  

For over 20 years we’ve maintained a hyper-focus on our customers, building our organization to meet and exceed their needs. We are making significant investments to grow our team to bring those standards to a larger market and we need your help. Building this team will take grit, determination, and a disdain for convention—but most of all it requires close-knit, high-functioning teams with unwavering dedication to serving our customers.

When you join our team, you will be part of a nimble group that sets aggressive goals and moves fast to achieve them. Strategic thinking is encouraged, and complex problems are solved together by passing the mic and iterating until the best solution comes to light. You will not have to look to find growth opportunities—ready or not, they will find you.

WHY WE HAVE THIS ROLE

Engineers are the heart of our business. We are seeking motivated individuals that want to go beyond fixing problems and proactively help our clients understand what enterprise-class IT expertise, skills, and services can do for their organization. You will be at the front-line of technology; deploying new solutions, fixing client issues, and working with our sales team to recommend enhancements that help our clients achieve their business goals.

We are seeking an experienced Level 1 Engineer with strong Microsoft skills to join our dynamic team. The ideal candidate will have a passion for technology and a commitment to providing exceptional support to our clients. It’s key you also have a strong desire to learn and grow as technology advances and we expand and enhance our capabilities.

THINGS YOU WILL DO

• Technical Support: Provide first-level technical support for Microsoft products, including Windows 10/11, Windows Server, and the Microsoft 365 suite.
• Troubleshooting: Diagnose and resolve hardware and software issues, ensuring minimal downtime for clients.
• Client Interaction: Communicate effectively with clients to understand their needs and provide timely solutions.
• Documentation: Maintain accurate records of support requests and resolutions in our ticketing system and accurately track your time.
• Collaboration: Work closely with senior engineers and other team members to escalate complex issues and contribute to team projects.
• Continuous Learning: Stay updated on the latest technologies and best practices to enhance service delivery.

WHAT WE ARE LOOKING FOR ON YOUR RESUME

• Experience: Minimum of 3 years of experience in a technical support role, preferably within a managed services environment. Previous experience with Autotask is a plus
• Problem-Solving Skills: Strong analytical and troubleshooting skills with a customer-focused approach.
• Communication: Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Microsoft Skills: Proficiency in end-user and Microsoft technologies, including Windows operating systems, Microsoft 365 (Intune, Autopilot and Entra ID focused). Understanding of basic PowerShell and the desire to advance your skills.
• Certifications: Relevant certifications such as Microsoft 365 Certified: Fundamentals, Endpoint Administrator are a plus.

What We Offer:

• Competitive Salary: A salary commensurate with experience and skills.
• Professional Development: Opportunities for training and certification in Microsoft and other relevant technologies.
• Flexible Work Environment: A supportive and flexible work culture that values work-life balance. We are in the office (South Park area) twice weekly and enjoy lunch as a team. We typically work remotely the other days of the week.
• Team Collaboration: A chance to work with a dedicated team of professionals who are passionate about technology and customer service.
• Growth: As we grow, there will be advancement opportunities.

OTHER PERKS AND BENEFITS

• 24 days of Paid Time Off: 10 PTO, 5 personal days, and 9 Holiday closures (you may be times where you’re needed to work on holidays or weekends in exchange for future time off – we need to support our clients).
• 401k program.
• Medical Benefits: Healthcare, Vision, Dental, and more.
• Free team lunch on office days.

If you are an enthusiastic Technical Support Engineer with a strong foundation in Microsoft technologies and a desire to grow your career in a supportive environment, we would love to hear from you!

JCMR is an equal opportunity employer meaning that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic.

Applicants in the United States of America have rights under Federal Employment Laws: Family & Medical Leave Act, Equal Opportunity Employment, Employee Polygraph Protection Act

JCMR is committed to the inclusion of all qualified individuals. As part of this commitment, JCMR will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or receive other benefits and privileges of employment, please let your JCMR contact/recruiter know.