IT Support Engineer
Description For IT Support Engineer
Thinc Forward is seeking an IT Support Engineer for their help desk team to provide enterprise-level technical assistance. This role involves diagnosing and resolving software, hardware, and network issues while delivering exceptional customer service. The position requires 3+ years of experience in technical support, with a special focus on dental IT support. The role offers comprehensive benefits including fully covered healthcare and flexible work arrangements. As a Tier 2 support engineer, you'll be responsible for handling complex technical issues, managing system configurations, and ensuring timely resolution of customer problems. The ideal candidate will combine strong technical expertise with excellent communication skills to provide reliable support solutions.
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, etc.
- 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 90-100%)
- Paid time off (plus public holidays)
- Training and development
- 401(k) plus matching
- Life Insurance
- Hybrid work environment available if preferred and local to West Chester, PA, otherwise fully remote
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