It Support Engineer Jobs

We are looking for an IT Support Engineer (Helpdesk Tier 2) 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

• Ask customers targeted questions to quickly understand the root of the problem
• Handle Tier 1 and Tier 2 tech support calls
• Track computer system issues through to resolution, within agreed time limits
• Refer to internal database or external resources to provide accurate tech solutions
• Other duties as assigned
• Research and identify solutions to software and hardware issues
• Ensure all issues are properly logged
• Provide prompt and accurate feedback to customers
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting
• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
• Document technical knowledge in the form of notes and manuals
• Handle all incoming support calls, emails, and verbal communications as the first line of support for all reported issues
• Troubleshoot servers, VM, firewalls, network outages
• Diagnose and troubleshoot technical issues, including account setup and network configuration

Requirements

• MSP experience preferred
• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role (3+ years)
• DENTAL IT SUPPORT experience highly desired
• A+, Network +, Microsoft Certification or related technical certification a plus
• This job requires 1/2 day Saturday coverage once a month as part of the work schedule. Normal hours are Monday - Friday 8am-5pm local time. The Saturday is covered as part of team rotation
• Excellent problem-solving and communication skills
• Good written and oral communication skills
• AS or greater degree in Information Technology, Computer Science or relevant field
• Ability to provide step-by-step technical help, both written and verbal
• Must possess strong troubleshooting skills related to PCs (software and hardware), Networking (LAN, WAN, VPN, etc.), printers, scanners, analog fax, email, etc

Benefits

• Medical, Dental, and Vision Benefits
• Hybrid work environment offered if local to West Chester, PA, otherwise fully remote
• Training & Development
• Paid Time Off (plus public holidays)
• Life Insurance
• 401(k)

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.