Deliver exceptional technical support focused on first-call resolution.
Incorporate AI tools (e.g., generative AI or automated scripting) to enhance troubleshooting efficiency.
Participate in a tiered structure, managing vendor escalations while exploring AI-driven solutions for complex issues.
Perform recurring tasks using AI-powered analytics to proactively identify and resolve potential system events before they impact the client.
Configure and troubleshoot systems with an eye toward AI-enhanced threat detection, patch management, and predictive security.
Deliver timely, professional updates to clients and internal teams, utilizing AI-assisted communication tools for streamlined reporting.
While primarily working in a remote capacity, you will occasionally work onsite at customer locations to install firewalls, switches, and access points, or act as "Smart Hands" for remote engineers.
Contribute to special projects, such as piloting new AI features within our support ecosystem.

Requirements

2+ years of experience supporting Windows 10/11 and Microsoft 365 in business environments
Strong understanding of TCP/IP fundamentals (DNS, DHCP) and basic network optimization
Proficiency in Microsoft Exchange administration and Windows system management tools
Familiarity with antivirus, malware protection, and interest in AI-based security technologies
A process-driven approach to troubleshooting with an interest in ChatGPT, Copilot, or custom AI scripts for IT tasks
Performance-driven accountability with excellent interpersonal and written communication skills.
Minimum 2+ years in IT infrastructure support (MSP environment preferred). Certifications (One or more preferred): CompTIA A+, Network+, or Security+, Microsoft Certified (Azure Fundamentals or MS-900), AI-related certifications (Google AI Essentials or Microsoft AI-900) are a significant plus.

Benefits

Applicant Tracking System Keywords

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

Hard Skills & Tools

Windows 10Windows 11Microsoft 365TCP/IPDNSDHCPMicrosoft ExchangeAI toolsnetwork optimizationAI-based security technologies

Soft Skills

interpersonal skillswritten communicationprocess-driven troubleshootingperformance-driven accountability

Certifications

CompTIA A+Network+Security+Microsoft CertifiedAzure FundamentalsMS-900Google AI EssentialsMicrosoft AI-900