ANP Advanced Network Products, Inc: A Coretelligent Company

Support Engineer

• Serve as an escalation point for Remote Support Engineers and provide advanced troubleshooting across client environments
• Respond to client incidents and service requests via phone, ticketing systems, and other support channels
• Troubleshoot and resolve issues related to: Microsoft 365, Teams, and Exchange Online
• Microsoft Entra ID and identity management
• Networking, VPNs, DNS, DHCP, and connectivity
• Enterprise applications and business systems
• Workstations, peripherals, printers, mobile devices, and endpoint hardware
• Backup and recovery operations
• Coordinate vendor escalations and third-party support engagements when necessary
• Maintain accurate ticket documentation, troubleshooting notes, and client communications throughout the incident lifecycle
• Provide timely updates to clients and internal stakeholders regarding issue status and resolution progress
• Support file restoration, network access, messaging, application, and infrastructure-related requests
• Assist with knowledge base development, documentation improvements, and operational process enhancements
• Mentor and provide guidance to junior engineers as needed
• Maintain or exceed established service delivery metrics, response times, and quality standards
• Contribute to a collaborative, client-focused support environment that prioritizes accountability and continuous improvement

Support Engineer II