Technical Support Engineer – CiraSync On-Premise

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

📋 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.

• Analyze application logs, Windows event logs, Exchange logs, and PowerShell outputs to identify the root cause.

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

• Escalate issues to engineering with detailed, structured reproduction steps and supporting evidence.

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

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

• Engage in internal knowledge sharing to mitigate the risk of single-point coverage on this product.

⛳️ Requirements

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

• Practical experience with on-premises Exchange Server administration (2013 / 2016 / 2019 / SE): managing mailboxes and public folders, handling permissions, ensuring mail flow, and using 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 on-premises networking troubleshooting: DNS, firewalls and proxies, TLS certificates, ports and service accounts, and connectivity testing.

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

• Comfortable working in PowerShell.

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

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

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

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

• Nice to have: Understanding of SQL Server fundamentals.

• Nice to have: Previous B2B technical support experience using a ticketing system (Salesforce, Zendesk, or similar).

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

• Nice to have: Relevant Microsoft certifications.

🏝️ Benefits

• Comprehensive onboarding and training on CiraSync On-Premises before assignment to shifts and independent ticket ownership.

• Exclusive engagement; secondary employment or contract work ("moonlighting") is not allowed.

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

• A personal background check is required prior to starting.

• Completion of a Predictive Index behavioral and cognitive assessment, along with a live technical screening.