Customer Service Engineer, Specialist I

Job OpeningsCustomer Service Engineer, Specialist I
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About The Opportunity
Netrix Global is looking for an Office Hours Specialist I provides proactive and reactive technical support to a designated portfolio of customers, ensuring high‑quality service delivery and an exceptional end‑user experience. This role is ideal for a well‑rounded, hands‑on IT professional who enjoys working across a broad range of technologies in a fast‑paced, customer‑focused environment.
The Specialist I delivers onsite support, troubleshooting, and documentation for both new and existing customers. Success in this role requires strong technical acumen, resourcefulness, excellent communication skills, and a service‑oriented mindset. Candidates must be self‑motivated, detail‑driven, and capable of managing multiple tasks with minimal supervision.
How You Will Make An Impact
Technical Support & Troubleshooting
Provide onsite desktop support for end users, including hardware troubleshooting (Windows/macOS workstations, mobile devices, VoIP phones, peripherals).
Support and troubleshoot Microsoft applications and various line‑of‑business software.
Perform workstation lifecycle management, including imaging, deployment, updates, and break/fix services.
Execute end‑user onboarding and offboarding procedures.
Maintain daily reporting of onsite IT activities.
Network, Server & Cloud Support
Support and troubleshoot modern networks: TCP/IP, DNS, DHCP, switching, routing, firewalls, and wireless infrastructure.
Support multi‑site Active Directory and/or Azure AD environments (account tasks, OU navigation, group policies).
Support Microsoft 365 environments, including Outlook, Teams, OneDrive, and administrative basics.
Assist with multi-site WAN environments and complex on‑premises network configurations (VLANs, routing protocols, cabling).
Support onsite and remote backup solutions.
Operational Excellence
Conduct quarterly security audits and follow established compliance procedures.
Maintain and update customer knowledge bases and documentation.
Build strong working relationships with customer points of contact and end users to ensure a high level of satisfaction.
Collaborate with remote support teams, network/server SMEs, and customer leadership.
What You Will Bring To The Table
Bachelor’s degree in Information Technology or equivalent experience.
Industry certifications such as MCSE, MCSA, MCITP, or equivalent hands‑on experience.
CCNA or equivalent network support experience.
Minimum 3+ years of experience in a technical helpdesk, desktop support, or network administration role supporting 75+ users.
Experience supporting LAN/WAN environments and network-connected devices.
Technical Skills
Strong Windows 10/11 troubleshooting skills (boot issues, drivers, system updates).
Proficiency in deploying and supporting Windows workstations and basic Windows Server components.
macOS and mobile device (iOS/Android) support experience, as applicable.
Familiarity with remote support tools such as Teams, Intune, SCCM, RDP, and Bomgar.
Experience with ticketing systems (ServiceNow, Remedy, Jira).
Working knowledge of Active Directory, M365 administration, MFA, security fundamentals, and device encryption (BitLocker/FileVault).
Basic understanding of Cisco routers, firewalls, switches, and access point technologies.
Professional Skills
Excellent customer service and communication skills.
Ability to triage and prioritize multiple requests with professionalism and urgency.
Strong documentation habits and attention to detail.
Ability to operate independently with minimal supervision.
Adaptability to shifting priorities in a dynamic environment.
Professional demeanor and appearance while working onsite with customers.
Commitment to maintaining privacy, confidentiality, and security best practices.
Work Requirements
Ability to work onsite at customer locations 5 days per week or rotate across multiple client sites located in and near McLean, VA 22102
Availability for on‑call rotation during evenings and weekends as scheduled.
Demonstrated initiative — actively identifying opportunities to improve systems, workflows, and user experience.
Ideal Candidate Attributes
Strong work ethic and consistent dependability.
Accountability for resolving issues end-to-end.
Curiosity and ongoing desire to learn new technologies.
Awareness of industry trends, updates, and emerging tools.
Service‑oriented mindset with a collaborative, solution-driven approach.
About Us
At Netrix Global our values are the philosophies and principles that we live by. They support our vision, help us achieve our goals and commit us to a common purpose.
We Own Outcomes, Win Together, Make An Impact, Enjoy The Journey, and Respect All!
Netrix Global is a mission-driven organization with the goal of providing the people, processes, and technology needed to run and scale modern, data-driven businesses that are always on and always secure. Our breadth of capabilities allows us to provide holistic offerings that solve even today’s most complex business challenges, delivering to you an integrated, optimized, and future-proof solution.
We work with clients of all sizes and specialize in solutions for healthcare, manufacturing, government, education, financial services, and legal industries. Netrix is consistently ranked in the CRN VAR500, detailing the country’s top system integrators.
At Netrix, we’re driven to solve business problems with innovative technology solutions. We focus on end-users and are committed to client satisfaction.
What You Can Expect From Us
We offer a competitive compensation package, comprehensive group benefits to meet the needs of you and your family, flexibility, and time off when you need it, and a casual work environment. The role can be remote/home office, with some travel required.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, disability, veteran status, or any other protected characteristic. Our hiring, promotion and compensation processes are based on merit, skills, and qualifications, to ensure a fair and unbiased approach for our candidates and employees. As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations. If you need a reasonable accommodation, please let us know by contacting NetrixHR@Netrixglobal.
To learn more about Netrix Global please go to www.netrixglobal.com