Helpdesk Engineer

New Charter Technologies

TAC Helpdesk Engineer providing Level 2 support for ADNET’s managed IT clients. Troubleshooting Microsoft, Azure, networking, backup, virtualization, and endpoint environments remotely and onsite.

Posted 8/17/2026full-timeAlbany • New Hampshire, New York, North Carolina, South Carolina • 🇺🇸 United StatesMid-LevelSenior💰 $65,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Level 2 technical support, including troubleshooting and maintaining Windows, Microsoft 365, and Azure environments. Proficient in IP networking, client communication, and proactive problem-solving to ensure high-quality service delivery.

Highest-signal resume keywords

Level 2 Technical SupportIP Networking KnowledgeMicrosoft 365 AdministrationAzure Services ManagementRoot-Cause Analysis

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

TroubleshootingPreventive MaintenanceNetwork MaintenanceSystem UpgradesBackup Systems ManagementVirtualized EnvironmentsFirewall TroubleshootingWindows Server ManagementClient DocumentationService-Level Management

Soft Skills

Client ServiceWritten CommunicationVerbal CommunicationIndependent WorkCollaborative Work

Tools & Technologies

ConnectWiseMicrosoft 365 Admin CenterIntuneAzure EntraCloud Infrastructure

Certifications & Qualifications

Relevant Industry Certification

Industry Keywords

Managed Service ProviderITIL PrinciplesTechnical SupportOn-Call RotationHigh-Volume Support

Tech Stack

Tools & technologies

AzureCloudFirewallsSwitching

About the role

Key responsibilities & impact

Provide remote and occasional on-site Level 2 technical support to ADNET clients
Manage assigned tickets, projects, and follow-ups according to service-level expectations
Escalate issues outside the role’s skill set
Maintain accurate and current client documentation
Identify proactive solutions to recurring issues and drive permanent resolution
Perform preventive maintenance on servers, workstations, switches, and firewalls
Support and troubleshoot on-premises and cloud virtual environments
Install, configure, and troubleshoot Windows, applications, Microsoft 365, Azure, and managed service applications
Troubleshoot backup systems and assist with data restoration
Perform network maintenance and system upgrades, including patches, hot fixes, and security configurations
Communicate assignment status, next steps, and resolution progress to clients and the triage team
Participate in meetings, stand-ups, on-call rotation, and eligible law-enforcement projects
Record work accurately in ConnectWise and meet billable-hour and utilization expectations
Pursue assigned education and certification objectives
Follow TAC and Service Operations policies, procedures, and installation standards
Perform other TAC Engineer responsibilities as assigned by the Manager

Requirements

What you’ll need

Associate’s degree or 3–5 years of equivalent technical experience
At least one relevant industry certification or equivalent demonstrated technical experience
Strong IP networking knowledge, including hardware, software, switching, routing, wireless, and firewall troubleshooting
Hands-on experience with Microsoft Windows Server and desktop environments
Hands-on experience with Microsoft 365 and Azure services, including Entra, Microsoft 365 Admin Center, and Intune
Strong root-cause analysis, client service, written communication, and verbal communication skills
Ability to work independently and collaboratively
Ability to effectively speak, read, and write English
Correctable vision
Full hearing capability, including the ability to distinguish tones
Preferred: MSP or high-volume technical support experience
Preferred: Working knowledge of Apple Mac technology
Preferred: Experience with virtualized environments, backup systems, cloud infrastructure, and managed service applications
Preferred: Working knowledge of ITIL principles for ticket classification
Ability to participate in on-call rotation and remain reachable 24/7 during assigned coverage
Some evenings, weekends, and overnight travel may be required

Benefits

Comp & perks

Primarily remote work arrangement
Employee benefits
Growth and learning initiatives
Career development paths
Continued education and certifications
Inclusive and supportive work environment