Location: Hybrid - remote, Newington, NH office, and onsite at client locations
Reports to: Director of Operations (with day-to-day oversight from the Technical Alignment Team Lead)
Position Summary:
The Technical Alignment Engineer (TAE) is responsible for improving the health, security, and consistency of our clients’ IT environments.
This is a proactive, client-facing role focused on identifying risks, aligning systems to standards, and reducing recurring issues. The TAE regularly evaluates client environments, maintains accurate documentation, and works closely with internal teams to turn findings into actionable work.
Success in this role means creating more stable environments, fewer reactive issues, and better long-term outcomes for both clients and service teams.
Strong candidates for this role are proactive, detail-oriented, and take ownership of follow-through. They look for patterns, think beyond individual issues, and consistently work to improve systems over time rather than react to problems as they occur.
Primary Responsibilities:
Technical Alignment & Continuous Improvement
Conduct scheduled onsite and remote alignment assessments.Evaluate client environments against Daystar standards.Identify risks, gaps, and improvement opportunities.Create clear, actionable tickets and recommendations.Ensure alignment work is completed consistently and contributes to reducing recurring issues and improving overall system stability.Documentation & Operational Execution
Maintain accurate and complete client documentation (configs, diagrams, assets, SOPs).Ensure documentation supports efficient service delivery across teams.Manage and prioritize work generated from alignment activities.Track time accurately and follow defined processes.Ensure alignment findings are clearly scoped and carried through to completion.Client & Internal Collaboration
Build strong relationships with client stakeholders during onsite work.Communicate findings clearly, including risks and next steps.Partner with Help Desk, Centralized Services, Projects, Client Success Managers and vCIOs to execute work.Support new client onboarding, including assessments, tool deployment, and knowledge transfer.Ensure smooth transitions and clean handoffs to ongoing support teams.Performance in this role is measured based on the quality and completion of alignment work, accuracy of documentation, follow-through on improvement opportunities, and contribution to improving system stability and reducing recurring issues.
Qualifications:
Required Experience
3+ years in a technical support or client-facing IT role (MSP experience preferred)Experience working with:Windows environments and business systems.Active Directory and Windows Server.Networking fundamentals (DNS, DHCP, TCP/IP, VPN).Familiarity with ticketing systems and technical documentation tools.Core Skills & Traits
Strong organizational and documentation skills.Ability to assess environments and think proactively about improvement.Clear and professional communication (technical and non-technical).Ability to manage competing priorities and stay structured.Collaborative mindset and team-first approach.Additional Preferred Experience
Experience with Halo, ITGlue, DattoRMM, Lifecycle tools, or similar platforms.Familiarity with MSP tools and processes.Relevant certifications (CompTIA or similar).This role requires an onsite presence approximately three days per week, regular travel to client sites within a 60-mile radius of Newington, NH, occasional extended travel with overnight stays (typically once per quarter), and participation in an after-hours on-call rotation (approximately one full week every other month outside standard business hours of Monday-Friday, 8:30am-5:00pm).
DAYSTAR VALUES
Our Why: To positively impact and empower people, process, and organizations.
INTEGRITY
We own our performance and follow process.We respect others' time.We are reliable and do what we say we will do.We do the right thing even when it is hard.We communicate with honesty and transparency.EMPOWERMENT
We respond to mistakes without blame but with a growth-mindset.We seek to learn from our mistakes.We will share our knowledge to help others grow.We take the initiative to grow professionally.We will coach / guide teammates instead of taking over.BALANCE
We proactively support and manage work-load spikes.We will encourage all employees to take time off.We will cultivate healthy boundaries to support work / personal balance.We utilize / develop healthy habits to reduce stress.EXCELLENCE
We follow and improve process and documentation.We create the best possible client experience.We cultivate optimism and focus on positive interactions and outcomes.We look for ways to innovate, improve process, and create efficiency.PARTNERSHIP
We listen to understand and meet our client’s needs.We actively look for opportunities to help our team.We look for ways to support and recognize our partners.We face conflict in a productive and empathetic way.We work as ONE in every (partner) engagement.Company DescriptionDaystar is a managed services provider and technology alignment integrator for small to midsized businesses. Because all businesses deserve smart, secure, and reliable technology support and guidance, we developed a business-aligned IT support platform, Daystar Direct. Our service helps businesses grow, create new efficiencies, and reduce cyber security risks.
Location: Hybrid - remote, Newington, NH office, and onsite at client locations
Reports to: Director of Operations (with day-to-day oversight from the Help Desk Team Lead)
Position Summary:
The Help Desk Engineer is responsible for providing timely, professional support to resolve day-to-day technical issues for our managed services clients.
This is a reactive, client-facing role focused on efficient issue resolution, clear communication, and delivering a consistent, high-quality client experience. The Help Desk Engineer works within established processes to manage and progress tickets, while collaborating with team members and escalating appropriately when needed.
Success in this role means resolving issues effectively, maintaining accurate and detailed documentation, and ensuring tickets are actively moved forward in alignment with team expectations around responsiveness and communication. This role plays a key part in delivering a reliable support experience for clients and enabling other service teams to focus on long-term improvements.
Strong candidates for this role are responsive, detail-oriented, and take ownership of their tickets through to resolution. They communicate clearly, follow structured processes, and recognize when to escalate issues or surface patterns that may require deeper investigation.
Primary Responsibilities:
Ticket Management & Issue Resolution
Manage assigned tickets from intake through resolution in alignment with SLAs.Troubleshoot and resolve hardware, software, and network-related issues.Maintain consistent progress on tickets to support team performance expectations for response time and resolution.Provide support via phone, email, remote tools, and occasional onsite visits.Maintain clear, timely communication with clients and take ownership of tickets through to resolution.Prioritize work effectively based on ticket urgency, impact, and age.Documentation & Process Adherence
Document all work performed, including troubleshooting steps and resolutions.Maintain accurate time tracking and ticket updates.Follow established team processes, workflows, and escalation procedures.Ensure tickets are actively progressed and updated to maintain momentum and meet team expectations around responsiveness and resolution.Reference and contribute to client documentation and internal knowledge base.Ensure documentation supports consistent and efficient service delivery.Team Collaboration & Escalation
Collaborate with team members to resolve complex issues.Escalate issues appropriately to team lead or senior engineers when needed.Identify recurring issues and communicate patterns that may indicate larger problems.Seek assistance when necessary to maintain forward momentum on tickets.Participate in daily huddles and team meetings.Contribute to continuous improvement efforts for service delivery and client experience.Performance in this role is measured based on responsiveness, ticket resolution effectiveness, documentation quality, and adherence to established service delivery processes.
Qualifications:
Required Experience
1–3 years in a help desk or technical support role (MSP experience preferred).Experience working with:Windows operating systems and business applicationsActive Directory and Microsoft 365Networking fundamentals (DNS, DHCP, TCP/IP, VPN)Familiarity with ticketing systems and remote support tools.Core Skills & Traits
Strong troubleshooting and problem-solving skills.Clear and professional communication (technical and non-technical).Ability to manage multiple tickets and prioritize effectively.Attention to detail, especially in documentation and follow-through.Team-oriented mindset with a willingness to ask for help and escalate when needed.Additional Preferred Experience
Experience with MSP tools such as Halo, ITGlue, Datto RMM, or similar platforms.Relevant certifications (CompTIA A+, Network+, etc.).This role is primarily remote and office-based, with occasional onsite client visits within a ~60-mile radius of Newington, NH when issues are best resolved in person, along with participation in an after-hours on-call rotation (approximately one full week every other month outside standard business hours of Monday–Friday, 8:30am–5:00pm).
DAYSTAR VALUES
Our Why: To positively impact and empower people, process, and organizations.
INTEGRITY
We own our performance and follow process.We respect others' time.We are reliable and do what we say we will do.We do the right thing even when it is hard.We communicate with honesty and transparency.EMPOWERMENT
We respond to mistakes without blame but with a growth-mindset.We seek to learn from our mistakes.We will share our knowledge to help others grow.We take the initiative to grow professionally.We will coach / guide teammates instead of taking over.BALANCE
We proactively support and manage work-load spikes.We will encourage all employees to take time off.We will cultivate healthy boundaries to support work / personal balance.We utilize / develop healthy habits to reduce stress.EXCELLENCE
We follow and improve process and documentation.We create the best possible client experience.We cultivate optimism and focus on positive interactions and outcomes.We look for ways to innovate, improve process, and create efficiency.PARTNERSHIP
We listen to understand and meet our client’s needs.We actively look for opportunities to help our team.We look for ways to support and recognize our partners.We face conflict in a productive and empathetic way.We work as ONE in every (partner) engagement.Company DescriptionDaystar is a managed services provider and technology alignment integrator for small to midsized businesses. Because all businesses deserve smart, secure, and reliable technology support and guidance, we developed a business-aligned IT support platform, Daystar Direct. Our service helps businesses grow, create new efficiencies, and reduce cyber security risks.
