Job description
We are looking for an IT Support Engineer (help desk Tier 2) for a Monday-Friday, 11:00 am - 8:00 pm EST shift OR an 8:00 am - 5:00 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.
Responsibilities
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
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
DENTAL IT SUPPORT experience highly desired
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
Physical Demands
While performing the duties of this job, the employee is regularly required to talk and hear. The employee is also required to sit for long periods of time. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
Please note that we have been made aware of a phishing scam by a fraudulent company impersonating Thinc Forward. Any communication from our team will end in an email address @thincforward.com (not @work-thincforward.com or something similar).
