Merit Technologies is a leading IT company in South Carolina that offers outsourced IT services and careers. They also have an outstanding reputation based on their industry-leading solutions and exceptional customer service.
We are always interested in meeting new talent - that’s why our award-winning reputation as the top IT services company is spreading and growing. We have an impressive customer base, a solid pipeline of new business and a proven track-record of growth.
The IT Systems Engineer I is responsible for delivering first-level technical support across a variety of end-user systems, devices, and business applications. This role involves troubleshooting, configuring, and maintaining hardware, software, and cloud-based services to ensure reliable performance within client and enterprise environments. The engineer will support day-to-day IT operations, document all activities in the ticketing system, and maintain high customer satisfaction through timely, accurate, and professional service.
Key Responsibilities
- Respond to inbound tickets, phone calls, and chat requests for general technical support issues.
- Diagnose and resolve basic hardware, operating system, connectivity, application, and performance issues across supported environments.
- Assist with device lifecycle management, including enrollment, configuration, user account setup, application deployment, and verification of standard security settings.
- Support endpoint management, licensing, and provisioning processes for user devices and business applications.
- Support the deployment of updates, patches, and standard software packages across managed environments.
- Maintain and support adherence to established security standards, policies, and endpoint protection requirements.
- Record all support interactions, resolutions, and escalation steps in the MSP ticketing system.
- Route unresolved or complex issues to Tier 2/Tier 3 engineers or the Escalations team in accordance with standard operating procedures.
- Work closely with peers and cross-functional teams to ensure seamless support for client and internal technology environments.
- Provide basic user guidance and how-to support for hardware, operating systems, standard business applications, and productivity tools.
Qualifications
- 1+ years of IT support experience, preferably in a managed services (MSP) or enterprise environment.
- Strong understanding of endpoint operating systems, common business applications, cloud services, and hardware troubleshooting. Relevant industry certifications are a plus.
- Familiarity with MSP Ticketing systems, preferably ConnectWise.
- Familiarity with user identity management, cloud account administration, and device enrollment or provisioning workflows.
- Experience with endpoint management, mobile device management (MDM), or systems administration platforms is preferred.
- Basic understanding of networking (TCP/IP, DNS, DHCP).
- Working knowledge of Windows OS and Microsoft 365 environments.
- Excellent communication and customer service skills, strong problem-solving skills and attention to detail, and the ability to work in a fast-paced, multi-client environment.
Technical Requirements
- Endpoint and Platform Support
- Proficient in supporting desktop and mobile operating systems in business environments.
- Experience with device provisioning, application deployment, and business account or asset management processes.
- Familiarity with endpoint management, remote monitoring, or device administration platforms.
- Ability to troubleshoot end-user hardware, mobile devices, peripherals, and common software issues.
- Knowledge of account administration, cloud-based services, and device enrollment or setup workflows.
- Understanding of endpoint security controls, device encryption, access protections, and basic security best practices.
- General Technical Skills
- Working knowledge of Windows OS and common enterprise applications.
- Experience with ticketing systems and RMM support tools.
- Basic networking knowledge (TCP/IP, DNS, DHCP).
- Familiarity with Microsoft 365 and cloud-based productivity tools.
Performance Metrics
- First contact resolution rate.
- Ticket response and resolution time compliance.
- Customer Satisfaction scores (CSAT).
- Documentation accuracy in ticketing system and documentation platform.
We offer a competitive compensation and benefits package including, but not limited to the following
- PTO
- Paid Holidays
- Health, Dental & Vision Insurance
- Simple IRA
- More!
- Pay Range $45,000-$60,000 annually based on experience.
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