Technical Support Engineer – CiraSync On-Premise

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

📋 Description

• Take full ownership of on-premises support tickets from start to finish.

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

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

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

• Provide engineering with clear reproduction steps and supporting evidence when escalating issues.

• Assist customers with upgrades, server migrations, and environmental health assessments.

• Create and maintain knowledge base articles.

• Engage in internal knowledge sharing initiatives.

⛳️ 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 (versions 2013, 2016, 2019, and SE).

• Proficient in on-premises Active Directory management.

• Experience in troubleshooting on-premises networking issues.

• Solid Windows Server administration capabilities.

• Proficient in using PowerShell.

• Fluent in both spoken and written English.

• Ability to clearly convey technical findings to both technical and non-technical stakeholders.

• Preferred qualifications include: experience with Exchange Online and Microsoft 365 administration, Entra ID (Azure AD), hybrid Exchange systems, foundational SQL Server knowledge, and prior B2B technical support experience.

🏝️ Benefits

• Fully remote, allowing you to work from home.

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

• Comprehensive onboarding and training on CiraSync On-Premises before you take on independent ticket responsibilities.