Customer Support Engineer

7 hours ago

Nashville, Tennessee, United States Gravity IT Resources Full time $60,000 - $100,000 per year

Senior Customer Support Engineer / Help Desk

Position Type:
Contract

Location:
Nashville, TN (Onsite 5 days)

Overview

We are seeking a
Senior Client Support Engineer
to provide advanced technical support and troubleshooting across end-user devices, applications, and systems. This role will serve as a key escalation point for complex issues, ensure smooth operations of IT services, and contribute to process improvement initiatives. The ideal candidate will have strong customer service skills, in-depth knowledge of Microsoft environments, and the ability to mentor junior team members while maintaining strong cross-departmental relationships.

Responsibilities

  • Provide desktop support for users, including computers, monitors, phones, printers, mobile devices, and other equipment.
  • Troubleshoot and resolve technical issues of varying complexity; escalate or route to other resolver groups as needed.
  • Manage incidents and service requests through ticketing systems, ensuring timely resolution.
  • Support installation, maintenance, and troubleshooting of audio/visual equipment in conference rooms.
  • Identify and respond to system outages, engaging appropriate support teams promptly.
  • Collaborate with managed service providers to ensure effective Level 1 support.
  • Create, update, and maintain IT documentation for systems and processes.
  • Mentor junior support staff, provide training, and foster a collaborative team environment.
  • Build strong partnerships across the business to improve service delivery.
  • Leverage technical competencies (e.g., scripting, automation) to improve processes.
  • Coordinate and manage small projects involving IT support initiatives.
  • Support department activities with consistent and timely attendance.

Required Skills & Knowledge

  • Strong customer service and communication skills, adaptable to varying user technical levels.
  • Advanced troubleshooting in Microsoft server/client environments.
  • Networking fundamentals and solid knowledge of IP telephony.
  • Proficiency with Microsoft Office and Adobe applications.
  • Strong knowledge of Active Directory, Azure AD, DNS, DHCP, Exchange Online, SCCM, Intune, and endpoint management.
  • Experience with scripting tools such as PowerShell.
  • Ability to troubleshoot and support Outlook in both Exchange and cloud environments.
  • Familiarity with Apple and Android devices.
  • Strong organizational skills with attention to detail and documentation.

Qualifications

  • Education:
    Associate's Degree required; Bachelor's Degree preferred. Equivalent experience may substitute for degree requirements.
  • Certifications:
    A+, Network+, or Microsoft Azure Administrator (preferred).
  • Experience:
    2–3 years of relevant IT support experience.

Additional Information

  • Ability to lift up to 75 lbs on a regular basis.
  • Ability to travel periodically to support remote offices.
  • Occasional overtime may be required.
  • Participation in on-call rotation for after-hours support.

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