TAC Engineer

ADNET Technologies is a SOC 2, Type II Compliant IT management and cybersecurity firm. The TAC Engineer is responsible for providing remote and on-site technical support to clients, ensuring timely resolution of technical problems and maintaining documentation throughout the process.

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

Requirements:

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