{"schemaVersion":"jobsearcher.job.v1","id":"36a0036383f4e42ee1cd73da","url":"https://jobsearcher.com/jobs/36a0036383f4e42ee1cd73da","canonicalUrl":"https://jobsearcher.com/jobs/36a0036383f4e42ee1cd73da","title":"IT Support Engineer","description":"Position Title: IT Support Engineer\nReporting Manger: Service Manager\nTeam: Managed Services\nTravel Requirements: Occasional onsite customer visits\nStatus: Full-time\nEssence:\nThis position is responsible for providing IT support to TAG Solutions end users and their IT environments.\nIncluding desktops, servers, network equipment and applications.\nThe IT Support Technician should have a broad range of technical experience and, above all else, a Customer-first mindset. They will field both more complex break/fix incidents and end user issues in conjunction with system-wide configurations that require a deeper knowledge of servers, virtualization, and networking. This role is expected to successfully resolve the majority of support requests raised to them, managing their efforts around TAG Solutions SLA requirements. In addition to incidents, an IT Support Technician also performs maintenance, updates, and system upgrades for a multitude of customer environments.\nThe key to success for a IT Support Technician is to maintain a proven level of proficiency with essential technical skills and to employ those with a passion for exceptional customer service in all interactions.\nQualifications:\nProven proficiency working with all Microsoft Operating Systems including latest server OS’s.\nProven proficiency working with IP networking including firewalls, switches and wireless technologies.\nProven proficiency working with VMWare\nProven proficiency working with Remote Monitoring and Management\nExperience working with MS Office 365, Google Apps, Gmail, and anti-virus programs\nExperience working with Backup solutions\nFor TAG proficiency means: You are capable and experienced, your skills can be demonstrated, and you are able to work independently with little help\nProfessional Qualifications:\nExperience providing a high-level of customer service in a technical support environment\nExperience managing customer directly over the phones or via electronic communications\nExcellent verbal and written communication skills\nExperience documenting and managing technical requests\nDemonstrated ability to multitask and deliver IT support independently as well as with a team\nDetail oriented\nDo what-ever-it-takes attitude\nResponsibilities:\nProvide IT support to customers in accordance with the Support Playbook.\nMonitor inbound phone and ticket queues, responding within service level agreements\nMonitor queues for escalated tickets and respond within service level agreements.\nProvide clear and detailed ticket notes.\nMaintain and update documentation.\nLook for ways to reduce ticket noise to help our customers more efficiently.\nContribute to a growing knowledgebase that all our engineers work from.\nOnsite support at Customer sites as required.\nJob Description\nContribution to “Customer Obsession”:\nProviding customers with timely confirmation of the receipt of their issue, making them aware that we are “on it”\nUnderstanding that well-crafted notes and exceptional detail on tickets is the foundation for the customers issue to be handled correctly throughout its lifecycle\nEnsuring that the customers issue is completely resolved to their satisfaction\nAsking about and addressing any other needs that a customer has\nDesired Outcomes:\nConfirming receipt of, and beginning work on escalated cases within 30 minutes of creation\nResolving 95% of cases with 30 minutes or less of total work time\nResolving minimum 12 tickets/day\nUpdating the case with exceptional notes whenever work is performed on a case, and taking the opportunity to call and send an update to the customer on the current status\nEscalated cases include enough detail for Tier III to work them without additional request for information\nCase details are tracked accurately and yield dependable and helpful reporting\nJob Type: Full-time\nPay: $25.00 - $35.00 per hour\nBenefits:\n401(k)\nDental insurance\nEmployee assistance program\nFlexible spending account\nHealth insurance\nLife insurance\nPaid time off\nProfessional development assistance\nReferral program\nRetirement plan\nTuition reimbursement\nVision insurance\nApplication Question(s):\nThis position requires travel to Customer sites. Are you located in or a short distance from of Albany, NY?\nExperience:\nTroubleshooting: 3 years (Preferred)\nWindows: 3 years (Preferred)\nWolters Kluwer CCH: 1 year (Preferred)\nLicense/Certification:\nDrivers license (Required)\nWillingness to travel:\n100% (Required)\nWork Location: In person","company":"Tag Solutions","rawCompany":"tag solutions","city":"Menands","state":"NY","isRemote":false,"isActive":false,"createdAt":"2026-08-03T13:02:49.347Z","occupations":[{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"},{"code":"15-1231.00","title":"Computer Network Support Specialists","slug":"computer-network-support-specialists"},{"code":"15-1244.00","title":"Network and Computer Systems Administrators","slug":"network-and-computer-systems-administrators"}],"industries":[{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"541513","title":"Computer Facilities Management Services","slug":"computer-facilities-management-services"},{"code":"541519","title":"Other Computer Related Services","slug":"other-computer-related-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"IT Support Engineer","description":"Position Title: IT Support Engineer\nReporting Manger: Service Manager\nTeam: Managed Services\nTravel Requirements: Occasional onsite customer visits\nStatus: Full-time\nEssence:\nThis position is responsible for providing IT support to TAG Solutions end users and their IT environments.\nIncluding desktops, servers, network equipment and applications.\nThe IT Support Technician should have a broad range of technical experience and, above all else, a Customer-first mindset. They will field both more complex break/fix incidents and end user issues in conjunction with system-wide configurations that require a deeper knowledge of servers, virtualization, and networking. This role is expected to successfully resolve the majority of support requests raised to them, managing their efforts around TAG Solutions SLA requirements. In addition to incidents, an IT Support Technician also performs maintenance, updates, and system upgrades for a multitude of customer environments.\nThe key to success for a IT Support Technician is to maintain a proven level of proficiency with essential technical skills and to employ those with a passion for exceptional customer service in all interactions.\nQualifications:\nProven proficiency working with all Microsoft Operating Systems including latest server OS’s.\nProven proficiency working with IP networking including firewalls, switches and wireless technologies.\nProven proficiency working with VMWare\nProven proficiency working with Remote Monitoring and Management\nExperience working with MS Office 365, Google Apps, Gmail, and anti-virus programs\nExperience working with Backup solutions\nFor TAG proficiency means: You are capable and experienced, your skills can be demonstrated, and you are able to work independently with little help\nProfessional Qualifications:\nExperience providing a high-level of customer service in a technical support environment\nExperience managing customer directly over the phones or via electronic communications\nExcellent verbal and written communication skills\nExperience documenting and managing technical requests\nDemonstrated ability to multitask and deliver IT support independently as well as with a team\nDetail oriented\nDo what-ever-it-takes attitude\nResponsibilities:\nProvide IT support to customers in accordance with the Support Playbook.\nMonitor inbound phone and ticket queues, responding within service level agreements\nMonitor queues for escalated tickets and respond within service level agreements.\nProvide clear and detailed ticket notes.\nMaintain and update documentation.\nLook for ways to reduce ticket noise to help our customers more efficiently.\nContribute to a growing knowledgebase that all our engineers work from.\nOnsite support at Customer sites as required.\nJob Description\nContribution to “Customer Obsession”:\nProviding customers with timely confirmation of the receipt of their issue, making them aware that we are “on it”\nUnderstanding that well-crafted notes and exceptional detail on tickets is the foundation for the customers issue to be handled correctly throughout its lifecycle\nEnsuring that the customers issue is completely resolved to their satisfaction\nAsking about and addressing any other needs that a customer has\nDesired Outcomes:\nConfirming receipt of, and beginning work on escalated cases within 30 minutes of creation\nResolving 95% of cases with 30 minutes or less of total work time\nResolving minimum 12 tickets/day\nUpdating the case with exceptional notes whenever work is performed on a case, and taking the opportunity to call and send an update to the customer on the current status\nEscalated cases include enough detail for Tier III to work them without additional request for information\nCase details are tracked accurately and yield dependable and helpful reporting\nJob Type: Full-time\nPay: $25.00 - $35.00 per hour\nBenefits:\n401(k)\nDental insurance\nEmployee assistance program\nFlexible spending account\nHealth insurance\nLife insurance\nPaid time off\nProfessional development assistance\nReferral program\nRetirement plan\nTuition reimbursement\nVision insurance\nApplication Question(s):\nThis position requires travel to Customer sites. Are you located in or a short distance from of Albany, NY?\nExperience:\nTroubleshooting: 3 years (Preferred)\nWindows: 3 years (Preferred)\nWolters Kluwer CCH: 1 year (Preferred)\nLicense/Certification:\nDrivers license (Required)\nWillingness to travel:\n100% (Required)\nWork Location: In person","datePosted":"2026-08-03T13:02:49.347Z","dateModified":"2026-08-03T13:02:49.347Z","hiringOrganization":{"@type":"Organization","name":"Tag Solutions","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Menands","addressRegion":"NY","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"36a0036383f4e42ee1cd73da"},"url":"https://jobsearcher.com/jobs/36a0036383f4e42ee1cd73da"}}