Accurate Network Services Inc.

Support Engineer

• Troubleshoot and resolve intermediate to advanced technical issues remotely or onsite at client locations
• Follow established processes to minimize client downtime and resolve issues accurately
• Escalate issues appropriately when needed
• Communicate with clients throughout the ticket lifecycle
• Answer client calls from the team phone queue and select appropriate communication channels
• Document work in Autotask and IT Glue, including steps taken, resolutions, time entries, ticket titles, and field updates
• Maintain accurate client information and ticket details
• Maintain working knowledge of Microsoft 365, Azure, Windows 10/11, Windows Server, line-of-business applications, printers, SMTP, networking, security, and remote monitoring tools
• Use automation and scripts where appropriate
• Identify recurring issues, misconfigurations, and outdated systems
• Report actionable recommendations internally
• Participate in an after-hours emergency support on-call rotation approximately one week every 18 weeks

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