The Support Engineer provides expert-level escalation support for complex client systems, networks, cloud platforms, cybersecurity tools, and infrastructure.

Basic Functions:

Provide advanced support for escalated workstation, server, network, cloud, cybersecurity, backup, and application issues. Assess escalations and determine whether they require guidance, research, vendor support, or full Tier 3 ownership. Troubleshoot and resolve complex client issues using documentation, technical research, internal resources, vendor support, and engineering experience. Create scripts and automation through remote monitoring and management tools to resolve issues, deploy software, remediate vulnerabilities, and support new services. Maintain remote monitoring and management systems, including scripts, alerts, dashboards, and periodic reviews. Perform advanced network troubleshooting for routers, switches, firewalls, wireless, virtual private networks, and related security configurations. Support disaster recovery and business continuity solutions, including backups, restores, recovery testing, and failed-backup remediation. Assist with infrastructure changes, including server deployments, virtual machines, firewall replacements, segmentation, virtual local area networks, and core upgrades. Document repairs, changes, configurations, troubleshooting steps, and final resolutions.

Additional Duties and Responsibilities:

Communicate clearly with clients, technicians, managers, vendors, and engineers. Explain technical information clearly to both technical and non-technical audiences. Document repeatable processes, resolutions, internal procedures for training and knowledge sharing. Escalate project, service, or vendor issues that cannot be completed within agreed service levels. Understand client environments, business needs, and how technology supports operations. Maintain accurate service, project, time, expense, and ticket updates in ConnectWise Manage. Complete assigned internal training - ConnectWise University, Pluralsight, and role-specific technical training. Stay current with vendor materials, technical documentation, industry resources, and emerging technologies. Occasionally work afterhours and/or weekends for urgent escalations, maintenance windows, projects, or client-impacting incidents. Knowledge, Skills, and/or

Abilities Required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Expert troubleshooting across workstations, servers, networks, cloud services, cybersecurity tools, backups, and client applications. Ability to quickly understand unfamiliar technologies and solve difficult problems using documentation, research, vendor resources, and experience. Excellent written and verbal communication skills, including the ability to explain technical concepts clearly. Expert use of internal tools, including ConnectWise Manage, documentation platforms, remote monitoring and management tools, remote access tools, automation tools, and security platforms. Strong diagnostic skills for root-cause analysis, scope narrowing, testing, and resolution validation. Strong documentation habits for ticket notes, troubleshooting steps, configuration changes, and resolution summaries. Technical awareness to route work appropriately between Tier level support, project engineering, cybersecurity, compliance, or vendor support. Service awareness of First Column IT's managed services, cybersecurity services, compliance services, escalation procedures, and client support expectations. Strong knowledge of Microsoft, networking, cybersecurity, backup, disaster recovery, virtualization, remote-access, identity, endpoint, and cloud technologies. Proficiency in scripting or programming, with PowerShell preferred. Ability to prioritize, multi-task, adapt quickly, work independently, and collaborate across service, project, security, compliance, and leadership teams. Professional IT Certifications preferred, such as Microsoft, Cisco, VMware, Citrix, SonicWall, CompTIA, cybersecurity, cloud, networking, or related vendor certifications.

Educational/Vocational/Previous Experience Recommendations:

BA/BS in information systems, computer science, networking, or related field, preferred. 5+ years of professional IT experience required. Managed Service Provider (MSP) experience required. Experience with escalated technical issues, client infrastructure, Microsoft 365, servers, networking, firewalls, backups, remote access, automation, and vendor supported systems strongly preferred.

Pay:

$90,000.00 - $100,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Health savings account Life insurance Paid time off Parental leave Professional development assistance Referral program Retirement plan Vision insurance Application Question(s): Do you have MSP experience?

Experience:

Professional IT:

5 years (Required) Ability to

Commute:

Chantilly, VA 20151 (Preferred)

Work Location:

Hybrid remote in Chantilly, VA 20151