IT Support Engineer

May 2

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Thinc Forward

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Technology Solutions Empowering Business

Strategic Planning • Telecommunication Networking • Telecommunication Expense Management • Audit of Current Telecommunication Lines and Service • Consolidation of Suppliers

51 - 200

Description

• 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

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 11 am - 8 pm EST • DENTAL IT SUPPORT experience highly desired

Benefits

• 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