Technology Support Engineer

Connexure is a software company serving the self-funded medical benefits ecosystem. Our software helps stop loss carriers, brokers, and third-party administrators with quoting, underwriting, and administering stop loss policies. Our mission is to unify the self-funded medical ecosystem through integrated technologies, processes, and data insights. Our leadership team believes in a customer-centric approach to driving value and creating a network effect where the software becomes value-additive through stakeholder interoperability. We are looking for talented and motivated individuals who align with our vision and will support the next phase of growth.

Technology Support Engineer

We are seeking a hands-on, technically strong Technology Support Engineer to lead frontline IT operations across a hybrid and cloud-first environment, supporting both corporate offices and remote users. This role requires a balance of leadership, technical expertise, and project management to drive outstanding service delivery, ensure seamless team coordination, and continuously improve IT operations. It's a great fit for someone who thrives in fast-paced settings, excels at solving complex technical issues, and is passionate about creating exceptional end-user experiences.

Reports to:                                        VP, Cloud Engineering & Cybersecurity

 FSLA Exemption:                            Exempt

 Position Location:                          Atlanta, GA (Hybrid: 3–5 days onsite; remote as needed)

 

Team & Client Leadership

• Serve as the primary contact for client communication, escalations, and status reporting.
• Participate in regular team meetings, communicate departmental goals, and ensure alignment with service level agreements (SLAs).

Technical Operations

• Deliver hands-on support for IT infrastructure and application rollouts, including desktop environments (Windows 10/11), virtual platforms (AVD, Windows 365), and Microsoft cloud services (Azure, Office 365, Intune).
• Oversee help desk activities, manage ticket performance, and ensure SLA compliance.
• Handle complex technical issues, root cause analysis, and implementation of resolution plans.
• Manage onboarding processes including PC provisioning, software installation, network access setup and conference rooms. 

Project & Process Management

• Lead IT projects throughout the full lifecycle (initiation, planning, execution, closure).
• Prepare and deliver weekly, monthly, and quarterly reports on performance, incidents, and service metrics.
• Conduct risk assessments and develop mitigation strategies.
• Drive continuous improvement initiatives and problem management processes.

Operations Support

• Monitor asset inventory and oversee hardware lifecycle (procurement, upgrades, replacements).
• Administer and optimize Jira ITSM for ticket tracking, performance monitoring, and workflow improvements. 
• Support Microsoft Teams and other conferencing platforms to ensure seamless meetings and collaboration.
• Collaborate with other IT teams for cross-functional projects and complex system issues.

Qualifications 

• Education: Bachelor’s or associate degree in information systems or a related field, or equivalent work experience.
• Experience:
• 7–10 years in IT support, including 3–5 years in a team lead role.
• Proven experience leading IT helpdesk operations and leading customer-facing teams.
• Familiarity with infrastructure, networking, security protocols, and application support.
• Experience in project management, risk assessment, and team performance evaluation.
• Technical Skills:
• Strong knowledge of Windows 10/11, Office 365, Intune, Azure and Microsoft Teams.
• Experience with incident/change/problem management tools and methodologies.
• Familiarity with AV support, inventory management, and CRM systems.
• Soft Skills:
• Strong leadership and communication skills.
• Customer service-oriented mindset.
• Ability to multitask, prioritize, and solve problems effectively.
• Team player with a positive, proactive attitude.

WORK ENVIRONMENT

Requesting 3-5 days in the Atlanta office alongside the Leadership team. Remote work is permitted on an as-needed basis throughout the year. Flexibility with schedule around general business hours. Must have reliableinternet and familiarity with digital platforms.

JOB DESCRIPTION DISCLAIMER

This job description is intended to describe the nature and level of work being performed by individuals assigned to this position. It is not to be construed as an exhaustive list of all responsibilities and duties required of the job. Job descriptions may also be rewritten periodically to reflect any changes in the position’s duties and responsibilities. All employees are expected to help ensure that their job descriptions are accurate and current, reflecting the work that is being done.