Overview
The ICT Associate Engineer is a client-facing technical role at OneSource, supporting managed IT service delivery across a range of environments. This position handles escalated incidents and service requests, assists with root cause analysis, and contributes to technical resolutions across cloud, network, and endpoint environments. The Associate Engineer collaborates with senior engineers and vendors to drive service restoration and is expected to deepen their technical expertise over time. This role is well-suited for someone with a solid IT support foundation who is eager to advance toward a full engineering designation within 2–3 years. Occasional work outside normal business hours may be required.
Responsibilities for this role include:
- Serve as a second-tier escalation point for incidents and service requests, working alongside senior engineers to drive timely resolutions.
- Maintain strict adherence to ticketing, change management, and documentation standards in SyncroMSP; produce clear, thorough ticket notes, resolution steps, and knowledge base articles for recurring issues.
- Monitor, manage, and prioritize ticket queues; ensure SLA targets are met and tickets are resolved or escalated appropriately.
- Investigate, diagnose, and resolve escalated service issues across cloud, network, endpoint, and server environments; assist with root cause analysis and document findings.
- Administer and troubleshoot user accounts, permissions, and identity management across Microsoft 365, Azure AD/Entra ID, and on-premises Active Directory environments.
- Perform intermediate-to-advanced troubleshooting of hardware, software, network, and cloud infrastructure issues; collaborate with senior engineers on complex cases and document resolution steps.
- Communicate technical issues clearly to both technical and non-technical audiences; provide timely updates to clients and escalate to senior engineers when needed.
- Assist with client communications during technical outages, including status updates and interim workarounds, under the guidance of senior engineers as needed.
- Participate in on-call rotation and provide extended coverage during critical incidents or periods of high demand.
- Actively pursue technical development through hands-on experience, internal knowledge sharing, and industry certifications; this role is structured as a growth track toward a full ICT Engineer designation.
Skills and Experience
- 2+ years of hands-on experience supporting IT environments, with working knowledge of tools such as Bitdefender or SentinelOne (EDR), WatchGuard or SonicWALL, Microsoft 365, Microsoft Azure, VEEAM or equivalent backup platforms, and RMM platforms such as SyncroMSP or equivalent. Experience with MSP environments is a plus.
- Working knowledge of email infrastructure, including mail flow troubleshooting, DNS configuration (MX, SPF, DKIM, DMARC), and Microsoft 365 mail administration. Experience with email migrations is a plus.
- Working knowledge of Linux and Windows Server operating systems (Red Hat, CentOS, Ubuntu; Windows Server 2016–2022), including administration, patching, and performance troubleshooting.
- Working knowledge of Microsoft Active Directory and Azure AD/Entra ID, including user and group management, Group Policy basics, and MFA configuration. Familiarity with conditional access policies and hybrid identity is preferred.
- Minimum 2 years’ experience in an IT support role, with a track record of resolving escalated technical issues and a willingness to take on increasing responsibility over time.
- Excellent analytical skills & critical thinking skills, combined with the ability to resolve problems quickly.
- Possess the ability to communicate professionally by phone and email.
- Must be customer service oriented and work well in a team-oriented collaborative environment.
- Working knowledge of network topology, protocols, and server connectivity; ability to diagnose common connectivity issues and escalate complex network problems with clear documentation.
- Experience with KVM hypervisor, Microsoft Hyper-V, VMware, or other mainstream virtualization products.
- Experience with TCP/IP networking, routing, switching, and firewalls.
Qualifications
- A bachelor’s degree in IT, Computer Science, or a related discipline is preferred; equivalent professional experience will be considered.
- Industry certifications are a plus but not required: CompTIA A+, Network+, Security+, or entry-level Microsoft certifications (MS-900, MD-102, AZ-900). Equivalent hands-on experience is equally valued.
OneSource is a leading value-added cloud-based SaaS integrator, simplifying the cloud journey for our clients by integrating technology, business intelligence, and initiative-taking service to deliver an unparalleled experience. We are a dynamic, high-energy startup, allowing you to make a meaningful impact on the business. Culture is important to us; it is business and personal at OneSource. We are enthusiastic, creative, humorous, and offbeat. We work hard, keep it fun, and expect the best.
Pay: $51,255.17 - $61,726.65 per year
Benefits:
- Flexible schedule
- Paid time off
- Professional development assistance
Work Location: In person
