IT Systems Engineer

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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