IT Support Engineer

About Us

TTAG Solutions has been helping organizations simplify technology since 1991. As a trusted Managed Service Provider (MSP), we empower businesses to secure, modernize, and streamline their IT through services in cybersecurity, cloud computing, unified communications, and managed infrastructure. Our team thrives on collaboration, curiosity, and a whatever-it-takes mindset and our 68 NPS score shows that our customers appreciate our dedication.

Job Summary

As an IT Support Engineer, you'll own support tickets from first response to verified resolution for our Albany customer base -- working onsite 40 hours/week. You'll troubleshoot end-user incidents and system-level issues across Microsoft Cloud, Windows servers, virtualization, network devices, and enterprise backups while meeting TAG's SLA targets. Relocation to Albany, NY 12204 is required before start.

Responsibilities

• Manage support tickets from first response to verified resolution, ensuring timely communication and adherence to service-level targets.
• Diagnose and resolve issues across end-user systems, servers, cloud platforms, and network environments.
• Support and administer productivity and collaboration tools (such as Microsoft 365, Azure, or similar cloud environments).
• Maintain and optimize monitoring and automation platforms to proactively identify and resolve issues.
• Manage data protection, recovery, and business continuity solutions using leading backup and replication tools.
• Support voice and communication systems (e.g., VoIP and unified communications platforms).
• Maintain accurate, client-facing documentation, notes, and time tracking for all activities.
• Identify and propose recurring process or system improvements to reduce reactive work and enhance service delivery.

Required (must-have)

• Proven experience delivering multi-client IT support, ideally in a managed services or consulting environment.
• Strong technical proficiency with cloud productivity suites (e.g., Microsoft 365, Google Workspace) and cloud infrastructure platforms (e.g., Azure, AWS).
• Practical understanding of network infrastructure (routers, switches, firewalls, and wireless systems) and modern cybersecurity practices.
• Experience using remote monitoring and management (RMM) or endpoint management tools to automate and maintain client systems.
• Hands-on experience with enterprise backup or disaster recovery platforms (e.g., Veeam, Datto, Acronis, or similar).
• Familiarity with cloud-based telephony or collaboration systems.
• Excellent communication and documentation skills; a proactive, client-focused approach.
• Valid driver's license and reliable transportation.

Preferred (nice-to-have)

• Bachelor's degree in Information Technology, Computer Science, or a related field -- or equivalent professional experience.
• Background in customer service or client-facing technical roles.
• Relevant industry certifications (such as CompTIA, Microsoft, or networking credentials).
• Experience following structured service processes or ITIL-aligned frameworks.

Benefits & Total Rewards

• 401(k) with employer matching.
• Comprehensive medical, dental & vision insurance.
• Paid time off (PTO) and Flexible Spending Account (FSA).
• Professional development assistance & tuition reimbursement.
• Life insurance & employee assistance program.
• Referral program.

Performance Metrics (What Success Looks Like)

• Acknowledge and plan resolution for 99% of tickets within 45 minutes.
• Resolve 95% of assigned tickets effectively, maintaining a balanced open-to-close ratio.
• Complete most tickets within standard resolution timeframes while meeting utilization and productivity goals.
• Maintain consistent, daily communication with clients and follow systematic troubleshooting steps for each issue.

Location & Logistics

• Location: 12 Elmwood Road, Albany, NY 12204
• Schedule: Full-time, 40 hours per week, on-site
• Relocation: Required prior to start

How to Apply

If you're passionate about solving technology challenges and creating lasting client impact, we'd love to hear from you. Submit your resume along with a short note highlighting your experience with managed IT services or remote management tools. Please confirm your ability to relocate to Albany before starting. Qualified candidates will receive a response within 3-7 business days.