Technical Support Engineer, CiraSync On-Premise

This is a fully remote position, open to applicants in Argentina.

📋 Description

• Take ownership of on-premises support tickets from initiation to resolution and follow-up.

• Engage with customers via email, phone, Zoom, and Microsoft Teams, including live troubleshooting sessions through screen sharing.

• Review application logs, Windows event logs, Exchange logs, and PowerShell output to determine the root cause of issues.

• Replicate customer problems in an internal lab setup prior to escalation.

• Provide clear and structured reproduction steps along with supporting evidence when escalating to engineering.

• Assist with customer upgrades, server migrations, and conduct environment health assessments.

• Create and update knowledge base articles to ensure on-premises expertise is documented rather than retained individually.

• Engage in internal knowledge-sharing initiatives to mitigate risks associated with single-point coverage for this product.

⛳️ Requirements

• Minimum of 3 years of experience as an IT Administrator or Systems Administrator within a Windows Server environment.

• Practical experience in on-premises Exchange Server administration (2013 / 2016 / 2019 / SE): managing mailboxes and public folders, permissions, mail flow, and using the Exchange Management Shell.

• Hands-on experience with on-premises Active Directory: managing organizational units, security and distribution groups, delegated permissions, user attributes, and Group Policy.

• Proficiency in troubleshooting on-premises networking issues: DNS, firewalls and proxies, TLS certificates, ports and service accounts, and conducting connectivity tests.

• Experience in Windows Server administration, including service management, basic IIS operations, and log file analysis.

• Comfortable using PowerShell for various tasks.

• Proficient in spoken and written English, with the ability to lead discussions with enterprise IT administrators confidently.

• Capable of clearly communicating technical findings to both technical and non-technical stakeholders.

🏝️ Benefits

• Fully remote position, allowing you to work from home.

• Comprehensive onboarding and training on CiraSync On-Premises before being assigned shifts and taking ownership of tickets.

• Requirement for a reliable high-speed internet connection (wired preferred; with a recommended minimum of 50 Mbps download and 10 Mbps upload).

• Provision of a quality headset and webcam for customer-facing communications.