United States onlyFounded in 1991, ADNET Technologies is a SOC 2, Type II Compliant IT management and cybersecurity firm with offices in Rocky Hill, CT and Albany, NY. ADNET works closely with clients to provide industry-leading service across three core areas—Managed IT Services, Cybersecurity and Cloud—and is distinguished by its human-centered approach to client engagements. From providing seamless access to a vast support network to a dedicated Engagement Team in your local community, ADNET is proud to be both recognized globally and loved locally. (Please note: Every application submitted through Workday is reviewed by a real person, not an AI. We value your time and take each submission seriously.)
TAC Engineer – Role Summary
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 quickly, courteously, and professionally so clients can focus on their work. Support is delivered through remote management tools, email, phone, and occasional scheduled or urgent on-site visits. The role also includes project participation and maintenance of documentation. Work is assigned through a case management system, with technical details provided through online documentation systems. While primarily a remote support position, the candidate should be able to work on site with clients as needed in the Albany, NY and Greater Capital Region in NY State.
Position Qualifications
Education/Experience:
Associate’s Degree or 3–5 years equivalent technical experience.
At least one industry certification or equivalent experience.
MSP experience preferred; high-volume support experience across diverse technologies.
Skill Level:
Strong understanding of IP networking and ability to troubleshoot/analyze/resolve hardware and software issues remotely.
Experience with Microsoft Windows Server, Windows desktop, and Microsoft 365.
Experience with Azure/Entra, 365 Admin Center, Intune.
Working knowledge of switching, routing, wireless, firewalls, and Apple Mac technology.
Ability to work independently and collaboratively; strong root-cause troubleshooting skills.
Strong communication skills, written and verbal, with clear and professional client interaction.
Ability to maintain timely communication with clients and internal teams regarding assignment status.
Salary expected to start at $60k and up Dependent on Experience.
Responsibilities
Understand and practice ADNET’s core values.
Provide remote or occasional on-site Level 2 technical support to ADNET clients through phone, email, ticketing, and remote tools.
Actively manage assigned tickets, projects, and follow-ups to ensure timely resolution.
Escalate issues outside your skill set to ensure the client receives a prompt solution.
Maintain client documentation and keep it updated as changes occur or as part of projects.
Identify and recommend proactive solutions for recurring issues.
Drive issues to permanent resolution, balancing long-term fixes with necessary short-term solutions.
Perform preventative maintenance on servers, workstations, switches, and firewalls.
Support and troubleshoot virtual environments (on-prem and cloud).
Install, configure, and troubleshoot Windows OS, applications, and cloud infrastructure.
Troubleshoot backup systems and assist with restorations.
Install and configure managed service applications and proactive maintenance tools.
Perform network maintenance and system upgrades, including patches, service packs, and security configurations.
Share information and assist team members to support company success.
Meet or exceed billable hours minimum requirements.
Stay current on industry trends and emerging technologies.
Follow TAC Department and Service Operations policies and SOPs.
Participate in on-call rotation; be reachable 24/7 during on-call periods.
Work with Manager to follow an education/certification program and pursue assigned training.
Optional: Participate in projects involving collaboration with law enforcement agencies (CJIS-related work may require additional screening/training, participation is voluntary).
Participate in morning stand-ups, team meetings, and TAC technical staff meetings; be prepared to discuss client issues, project status, and scheduling.
Follow standard installation procedures and alert Manager of gaps or needed updates.
Perform other responsibilities assigned by Manager.
* In other companies you may find this role to be called Service Desk Tier 2, Help Desk Tier 2, Technical Support Engineer, IT Support Specialist, Systems Support Specialist, Remote Support Engineer, Client Support Engineer or Field Engineer *
Standards of Performance
The TAC Engineer is performing satisfactorily when the following occur:
Maintains excellent client relationships.
Completes all time entries in real time with correct grammar and punctuation; submits timesheets on time.
Maintains accurate and daily ConnectWise entries.
Support calls and managed service issues are responded to and resolved according to SLAs.
Meets or exceeds the billable utilization requirement.
Projects, tasks, and responsibilities are completed accurately, professionally, and on time.
Maintains positive attitude, professional presentation, and productive communication contributing to a collaborative environment.
Complies with all company and departmental policies and procedures.
Incorporates ADNET core values into daily work.
Applies ITIL principles to ticket classification.
Makes progress toward career goals, ongoing education, and certifications.
Adnet Technologies, a New Charter Company, is committed to creating an inclusive environment and is proud to be an equal opportunity employer. Adnet Technologies recruits, employs, trains, compensates, and promotes regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
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