{"id":2570966,"url":"https://alion.io/job/mapolce-support-services-engineer","title":"Support Services Engineer","company":{"id":4422661,"name":"M.A. Polce","domain":"mapolce.com","url":"https://alion.io/company/mapolce","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"BambooHR","truth_index":null},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Rome, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":55000,"max_usd":100000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":4343},"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"DNS","optional":false},{"name":"Hyper-V","optional":false},{"name":"VMWare","optional":false},{"name":"Windows","optional":false},{"name":"Windows Server","optional":false}],"status":"live","first_seen_at":"2026-08-26T00:00:00Z","employer_posted_date":"2026-08-26","last_verified_at":"2026-11-06T19:59:41Z","board_verified":true,"closed_at":null,"days_open":72,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":72},"description":"Job Summary\nThe Support Services Engineer executes the day-to-day activities of the Support Services department. The Support Services Engineer is the first point of contact for customers who call our help desk. The Support Services Engineer answers incoming calls and emails, tracks all information in the service ticket system, uses a knowledge base tool along with their expertise to resolve problems in a professional and timely manner. This relates to all technology, including, but not limited to, cybersecurity best practices, networks, systems, video cameras, and VoIP solutions. The successful candidate will have exceptional customer services skills, have patience to deal with difficult customers, have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution.\nEssential Functions:\nCommunicate well by striving for mutual respect and being professional, approachable, friendly, ethical, and honest with colleagues, customers, and vendors\nProvide excellent customer service by projecting a positive, helpful image and maintaining a professional attitude\nProvide value to a cross-functional team and engage in a learning work culture\nServe as the first point of contact for end-users requesting technical support over the phone, email, and service ticket system\nObtain customer information by interviewing clients, verifying information and documenting all relevant information according to standard operating procedures\nAccurately log all service tickets in service ticket system\nFollow-up and update customer with status and relevant information\nProvide all aspects of day-to-day IT support for technologies including, but not limited to:Cybersecurity: Anti-virus/anti-malware solutions, DNS filtering solutions, endpoint detection and response solutions, managed detection and response solutions, multi-factor authentication solutions, vulnerability remediation\nNetworks: Cisco, Fortinet, and Meraki network equipment\nSystems: Backup solutions, Citrix, email archiving and filtering solutions, MacOS workstations, Microsoft 365, Microsoft Active Directory, Microsoft Hyper-V, Microsoft Windows Server, Microsoft Windows workstations, NAS storage, SAN storage, VMware ESXi\nVideo camera solutions\nVoIP solutions\n\nRespond to and resolve remote monitoring and management (RMM) systems alarms and notifications for managed IT customers\nCollaborate with Support Services Engineers to solve complex procedural, operational and technical problems\nPerform preventative maintenance tasks\nCreate and update departmental documentation, standard operating procedures, etc.\nIdentify and suggest department improvements\nContinually improving technical skills by attending vendor training, working with experienced colleagues, earning certifications, and/or reviewing the personal development plan\nDemonstrate leadership ability when working in a team setting or alone and unsupervised\nAnalyze workflows and schedule work to meet priorities and goals in an efficient, effective manner\nMaintain high availability when on-call\nAdhere to work schedule and demonstrate flexibility as requested\nOther duties as assigned by the Support Services Manager\nRequired Qualifications:\nExcellent customer service and interpersonal skills\nExcellent oral and written communication skills\nAbility to multitask, handle multiple priorities and work well under pressure\nAbility to handle stressful situations appropriately\nAbility to work collaboratively with all functions within the organization to foster partnership and teamwork\nFlexible and approachable with the willingness to assist customers with a variety of different issues\nStrong technical, analytical and problem-solving skills\nProven experience as a help desk technician or other customer support role, and ability to demonstrate proficiency providing IT support\nAbility to diagnose and resolve software and hardware issues\nMust be available to participate in on-call rotation\nMust be able to work flexible hours, if necessary\nEarn CompTIA Security+ certification within six months of employment or show proof of certification\nEarn CompTIA Network+ certification within twelve months of employment or show proof of certification\nAbility to obtain and maintain security clearances, if required by our clients\nSuccessful background check\nHold a valid drivers’ license and be able to commute to client locations, as needed\nPreferred Qualifications:\n1 or more years of extensive experience supporting systems such as Microsoft Windows servers and personal computers\n1 or more years of extensive experience supporting networks such as Cisco products\nCompTIA Network+ certification\nCompTIA Security+ certification\nIntermediate understanding of cybersecurity best practices\nIntermediate understanding and the ability to support backup solutions, Microsoft 365, networks, servers, video cameras, Voice over IP, workstations, etc.\nIntermediate understanding of service ticket systems, and remote management and monitoring (RMM) systems\nEducation:\nBachelor’s degree in computer science or related field and a minimum of 1 year experience in IT or equivalent professional 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