IT Support Engineer

at  Thinc Forward

We are looking for an IT Support Engineer (Helpdesk Tier 2) for a Monday-Friday, 9:00 am - 6:00 pm EST shift, to provide enterprise-level assistance to our customers. You will diagnose and troubleshoot software and hardware problems and help our customers install applications and programs. IT Support Engineer responsibilities include resolving network issues, configuring operating systems, and using remote software connections to provide immediate support. You will contact clients via phone or ticketing system and/or provide clear, written instructions and technical manuals. To be qualified for this role, you should hold a degree in a relevant field, like Computer Science, IT or Software Engineering. Microsoft, Cisco, or a similar certification is a plus. If you’re naturally a helper, enjoy assisting people with computer issues, and are able to explain technical details simply, we’d like to meet you. Ultimately, you will be a person our customers trust. They will rely on you to provide timely and accurate solutions to their technical problems.

REQUIREMENTS

• 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 (software and hardware), Networking (LAN, WAN, VPN, etc.), 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
• Normal hours are Monday - Friday 9 am - 6 pm EST
• DENTAL IT SUPPORT experience highly desired

• Handle all incoming support calls, emails, and verbal communications as the first line of support for all reported issues
• 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 (e.g. software developers)
• 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
• Other duties as assigned