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IT Support Engineer

Company: Thinc Forward
Location: West Chester
Posted on: January 15, 2022

Job Description:

We are looking for a IT Support Engineer 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 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.

This job requires 1/2 day Saturday coverage once a month as part of the work schedule. Normal hours are Monday - Friday 8am-5pm Eastern time. The Saturday is covered as part of team rotation

Responsibilities
Handles 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
Will have to handle Tier 1 and Tier 2 tech support calls
Any other duties as assigned
Good written and oral communication skills

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 PC's (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
DENTAL IT SUPPORT Experience Highly Desired

Benefits
Health Care Plan
Paid Time Off (Vacation, Sick & Public Holidays)
Training & Development
Retirement Plan
Life Insurance

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. The employee must frequently lift and/or move items up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Keywords: Thinc Forward, Wilmington , IT Support Engineer, Engineering , West Chester, Delaware

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