IT Support Engineer
Description For IT Support Engineer
Thinc Forward is seeking an IT Support Engineer for their enterprise-level technical support team. This role offers flexible scheduling with either 11:00 AM - 8:00 PM EST or 8:00 AM - 5:00 PM EST shifts. The position involves providing comprehensive technical support, troubleshooting hardware and software issues, and maintaining network infrastructure. The ideal candidate will have 3+ years of experience in technical support, strong problem-solving abilities, and excellent communication skills. The role offers competitive benefits including medical, dental, and vision coverage, 401(k), and flexible work arrangements. This position presents an excellent opportunity for IT professionals looking to grow in a supportive environment while making a significant impact on customer satisfaction and technical operations.
Responsibilities For IT Support Engineer
- Handle all incoming support calls, emails, and verbal communications as first line of support
- Research and identify solutions to software and hardware issues
- Diagnose and troubleshoot technical issues, including account setup and network configuration
- Ask customers targeted questions to quickly understand the root of the problem
- Track computer system issues through to resolution, within agreed time limits
- Properly escalate unresolved issues to appropriate internal teams
- Provide prompt and accurate feedback to customers
- Refer to internal database or external resources to provide accurate tech solutions
- Ensure all issues are properly logged
- Follow up with clients to ensure their IT systems are fully functional after troubleshooting
- Document technical knowledge in the form of notes and manuals
- Troubleshoot servers, VM, firewalls, network outages
- Handle Tier 1 and Tier 2 tech support calls
Requirements For IT Support Engineer
- Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role (3+ years)
- Must possess strong troubleshooting skills related to PCs, Networking, printers, scanners, analog fax, email
- Excellent problem-solving and communication skills
- Ability to provide step-by-step technical help, both written and verbal
- AS or greater degree in Information Technology, Computer Science, or relevant field
- A+, Network +, Microsoft Certification or related technical certification a plus
- MSP experience preferred
- Good written and oral communication skills
- DENTAL IT SUPPORT experience highly desired
Benefits For IT Support Engineer
- Medical, Dental, and Vision Benefits (employee premiums covered at 80-100%)
- Paid time off (plus public holidays)
- Training & Development
- 401(k)
- Life Insurance
- Hybrid work environment offered if local to West Chester, PA, otherwise fully remote
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