About Us
TTAG Solutions has been simplifying the complexities of IT for our customers since 1991. As a trusted Managed Service Provider, we help organizations secure, modernize, and streamline their technology through Cybersecurity, Managed Services, Cloud Computing, and Unified Communications. Our team is a passionate, "do-whatever-it-takes" group that loves solving problems -- and our 68 NPS score proves our customers love us back.
Job Summary
As an IT Support Engineer, you'll own support tickets from first response to verified resolution for our Albany customer base -- working onsite 40 hours/week. You'll troubleshoot end-user incidents and system-level issues across Microsoft Cloud, Windows servers, virtualization, network devices, and enterprise backups while meeting TAG's SLA targets
. Relocation to Albany, NY 12204 is required before start.
Responsibilities
- Triage, confirm receipt, and present a clear resolution plan for tickets (goal: confirm 45 minutes); update customers daily until closure.
- Troubleshoot Microsoft 365, Azure, Entra, SharePoint, and Windows server environments to restore productivity.
- Administer and validate enterprise backup and cloud-based VoIP systems (Veeam, Datto, etc.) to ensure recoverability and uptime.
- Maintain and optimize Remote Monitoring & Management (RMM) tools to automate, remediate, and document environments.
- Keep precise, customer-visible ticket notes and accurate time entries; maintain calendar visibility for scheduling.
- Identify and document at least one systemic improvement per month that reduces repeat incidents and reactive work.
Qualifications
Required (must-have)
- Solid, proven experience working in a Managed Services Provider (MSP) environment delivering technical support to multiple clients.
- Strong proficiency with Microsoft cloud technologies -- Office 365, Azure, Entra, SharePoint -- including configuration and troubleshooting.
- Hands-on expertise with network environments (firewalls, switches, access points) and modern security practices.
- Demonstrated ability using RMM tools to monitor, support, and automate client systems.
- Practical experience managing enterprise backup solutions (Veeam, Datto, etc.)
- Working knowledge of maintaining and supporting cloud-based VoIP systems
- Exceptional communication skills (verbal & written); detail-oriented, customer-obsessed mindset.
- Valid driver's license and reliable transportation.
Preferred (nice-to-have)
- Bachelor's degree or equivalent experience.
- Background in customer service or client-facing technical roles.
- Industry certifications (e.g., Microsoft, CompTIA, networking) or prior experience following MSP service playbooks.
Benefits & Total Rewards
- 401(k) with employer matching.
- Comprehensive medical, dental & vision insurance.
- Paid time off (PTO) and Flexible Spending Account (FSA).
- Professional development assistance & tuition reimbursement.
- Life insurance & employee assistance program.
- Referral program.
Performance Metrics (What Success Looks Like)
- Confirm receipt + resolution plan on 99 % of tickets within 45 minutes.
- Achieve 95 % ticket resolution rate.
- Maintain open:close ticket ratio 1.0 per day.
- Complete 95 % of tickets within 30 minutes of active time (~12-15 tickets closed daily).
- Utilization rate 75 %.
- Resolve 99 % of tickets within 8 business hours of active time.
- Communicate daily on each open ticket; follow systematic troubleshooting steps.
Location & Logistics
- Work model: On-site, full-time at 12 Elmwood Road, Albany, NY 12204.
- Relocation: Required before start.
- Hours: 40 per week | Job type: Full-time.
How to Apply
Submit your resume and a brief note about your MSP or RMM experience via the platform where you found this posting. Please confirm your ability to relocate to Albany before starting. Qualified candidates will receive a response within 3-7 business days.
