Technical Support Engineer – CiraSync On-Premise

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

📋 Description

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

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

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

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

• Provide engineering with well-structured reproduction steps and supporting evidence during escalations.

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

• Create and update knowledge base articles.

• Engage in internal knowledge sharing to mitigate single-point coverage risks related to the product.

⛳️ Requirements

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

• Proficient in on-premises Exchange Server administration for Exchange 2013, 2016, 2019, or SE.

• Experience managing mailboxes and public folders, including permissions, mail flow, and utilizing the Exchange Management Shell.

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

• Capability in troubleshooting on-premises networking, including DNS, firewalls and proxies, TLS certificates, ports and service accounts, and connectivity testing.

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

• Proficient in PowerShell.

• Fluent in spoken and written English.

• Ability to lead discussions with enterprise IT administrators.

• Competent in conveying technical findings clearly to both technical and non-technical stakeholders.

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

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

• A personal background check is necessary before starting.

• Completion of a Predictive Index behavioral and cognitive assessment is required.

• A live technical screening is mandatory.

• Nice to have: Experience in 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: Basic understanding of SQL Server.

• Nice to have: Prior B2B technical support experience with a ticketing system like Salesforce or Zendesk.

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

• Nice to have: Relevant Microsoft certifications.

🏝️ Benefits

• Fully remote position, allowing work from home.

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

• Company-managed endpoint protection software provided.

• Quality headset and webcam for customer-facing communications.

• Recommended high-speed internet setup: wired connection preferred; minimum of 50 Mbps download / 10 Mbps upload.

• Commitment to a diverse and inclusive workplace.

• Equal opportunity employer.

• Accommodation support available.