TAC Engineer

Job Purpose and Overview

The TAC Engineer is responsible for responding to clients and automated alert tickets in a timely fashion based on ADNET’s prioritization and response guidelines. The goal of the role is to ensure that clients’ technical problems are resolved in a timely, courteous, and professional manner so clients can focus on their work. The role delivers support to clients through remote management tools, email, phone and scheduled or urgent on-site visits for issues that cannot be handled remotely. The TAC Engineer will also be responsible for participating in projects and updating / maintaining documentation. Client support or project work is assigned via a case management system and supporting technical information is provided through various online documentation systems.

Position Qualifications

• Education/Experience: A minimum of an Associate’s Degree or minimum 3-5 years equivalent technical experience. One industry certification or equivalent experience. MSP experience preferred or experience in high volume support services pivoting between vast arrays of technology.

• Skill Level: Must possess a thorough understanding of IP networking and ability to troubleshoot/analyze/resolve hardware and software issues remotely. Experience in Microsoft Windows server and desktop environments as well as Microsoft 365. Experience with Azure platform (Entra, 365 Admin console, Intune, etc.) Working knowledge of switching, routing, wireless, firewall and Apple Mac technology. Ability to thrive working both independently and in a team environment. Be willing to collaborate with other team members to drive items to closure. Must possess strong root-cause analytical skills and effective interpersonal and communication skills to interact with a wide range of customers having different levels of computer expertise. Maintain effective and timely communication with the Client and triage team to keep them informed on the status of all assignments. Display excellent customer service skills and communicate clearly both orally and in writing with appropriate detail to Clients and ADNET staff members in a manner that is both courteous and professional.

• Compensation to be expected at $65,000 annual salary

Responsibilities

• Understand and consistently practice ADNET’s core values (see Vision, Mission, and Values section for details).

• Provide remote and occasional on-site Level 2 technical support to ADNET clients based on established procedures through various support mediums (telephone, email, ticketing system, and remote control).

• Actively manage assigned tickets, projects, and follow-ups to ensure timely resolution.

• Escalate issues outside of your skill set promptly to ensure clients receive timely resolutions.

• Maintain accurate and up-to-date client documentation as changes occur or as part of project work.

• Identify and recommend proactive solutions to recurring support issues.

• Drive issues toward permanent, long-term resolution while implementing short-term fixes to minimize client impact.

• Perform preventative maintenance on servers, workstations, switches, and firewalls.

• Support and troubleshoot virtual environments (on-premises and cloud-based).

• Install, configure, and troubleshoot Windows operating systems, applications, and cloud infrastructure.

• Troubleshoot backup systems and assist with restorations as needed.

• Install and configure managed service applications and perform proactive maintenance.

• Perform network maintenance and system upgrades, including service packs, patches, hotfixes, and security configurations.

• Voluntarily provide information and assistance to other team members to support overall company success.

• Meet or exceed the department’s minimum billable hours requirement as set by the company or department head.

• Stay current on industry trends and emerging technologies that may impact operations or client expectations.

• Follow policies and standard operating procedures for the TAC Department and Service Operations.

• Participate in the On-Call rotation, carrying a cell phone and remaining reachable 24/7 during assigned periods.

• Work with your Manager to develop and follow an education and certification plan to maintain and expand technical expertise. Actively pursue assigned training objectives.

• Participate in morning stand-ups, TAC technical staff meetings, and other team/company meetings. Be prepared to discuss client issues, project status, and scheduling concerns.

• Follow standard installation procedures and notify the Manager of any procedural gaps or inefficiencies.

• Perform additional responsibilities related to the TAC Engineer role as assigned by the Manager.

An Engineer is considered to be performing satisfactorily when the following standards are consistently met:

• Maintains excellent client relationships through professional, responsive, and solution-oriented service.

• Completes all time entries in real time using proper grammar and punctuation, and submits timesheets in a timely manner.

• Maintains accurate and detailed ConnectWise entries that clearly reflect daily activities. All ConnectWise documentation must be submitted daily.

• Responds to and resolves support calls and managed services issues in accordance with established Service Level Agreements (SLAs).

• Achieves or exceeds the billable utilization requirement established for the role.

• Completes projects, tasks, and assigned responsibilities accurately, professionally, and within agreed-upon timelines.

• Demonstrates a positive attitude, professional presentation, and a productive communication style that supports ADNET’s collaborative work environment.

• Complies with all company and departmental policies and procedures.

• Incorporates ADNET’s core values into the execution of daily duties.

• Understands and applies ITIL principles when classifying and managing tickets.

• Maintains measurable progress toward career development goals, including continuing education and professional certifications.