Technical Support Engineer – CiraSync On-Premise

This is a fully remote position, open to applicants in Bosnia and Herzegovina.

📋 Description

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

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

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

• Replicate customer issues in an internal lab setting prior to escalation.

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

• Assist customers with upgrades, server migrations, and conducting environment health checks.

• Create and update knowledge base articles.

• Engage in internal knowledge sharing to minimize single-point coverage risk on CiraSync On-Premise.

⛳️ Requirements

• A minimum of 3 years' experience as an IT Administrator or Systems Administrator in a Windows Server environment.

• Practical experience in on-premises Exchange Server administration, covering versions 2013, 2016, 2019, and SE.

• Proficient in mailbox and public folder management, permissions, mail flow, and Exchange Management Shell.

• Hands-on experience in on-premises Active Directory administration, including organizational units, security and distribution groups, delegated permissions, user attributes, and Group Policy.

• On-premises networking troubleshooting skills, including DNS, firewalls and proxies, TLS certificates, ports and service accounts, and connectivity testing.

• Experience in Windows Server administration, including services, IIS basics, and log file analysis.

• Comfortable using PowerShell.

• Proficient in spoken and written English.

• Capable of leading calls with enterprise IT administrators.

• Able to convey technical findings clearly to both hands-on administrators and non-technical stakeholders.

• A quiet, dedicated workspace suitable for customer calls and video meetings.

• Reliable high-speed internet connection; wired preferred, with a minimum recommended speed of 50 Mbps down / 10 Mbps up.

• Exclusive engagement; secondary employment or contract work is not allowed.

• Company-managed endpoint protection software must be installed and remain active on the work computer.

• Completion of a Predictive Index behavioral and cognitive assessment.

• Participation in a live technical screening covering Exchange on-premises, Active Directory, and network troubleshooting.

• Personal background check required before starting.

• Nice to have: Experience with Exchange Online and Microsoft 365 administration.

• Nice to have: Knowledge of Entra ID (Azure AD), hybrid Exchange, and Entra Connect / Azure AD Connect.

• Nice to have: Understanding of SQL Server fundamentals.

• Nice to have: Previous B2B technical support experience with a ticketing system such as Salesforce or Zendesk.

• Nice to have: Experience in writing customer-facing documentation or knowledge base articles.

• Nice to have: Relevant Microsoft certifications.

🏝️ Benefits

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

• 8-hour workday, Monday through Friday, aligned with US business hours across various time zones.

• Structured onboarding and training on CiraSync On-Premises before shift assignment and independent ticket ownership.

• Quality headset and webcam provided for customer-facing calls.

• Company-managed endpoint protection software included.

• Personal background check conducted before starting.

• Predictive Index behavioral and cognitive assessment required.

• Participation in a live technical screening process.