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IT Support Engineer

1 month ago
United States
Full-time
Senior
Technical Support Engineer
Customer and Technical Support
Active Directory Cisco DHCP DNS TCP/IP Windows Server
Apply Now
Thinc Forward

Thinc Forward

Thinc Forward is a technology and business advisory group that empowers businesses by providing technical, economic, and strategic resources. With a focus on creating opportunities for clients, they offer a wide range of services including managed secu...

Internet Software & Services
11-50
Founded 2012
View All Jobs

Description

  • Serve as a Tier 2 escalation point handling both basic and complex IT issues and incoming tickets.
  • Troubleshoot and resolve problems related to desktops, applications, servers, virtualization, and domain services.
  • Provide advanced technical support for Microsoft 365, Active Directory/AD Sync, RDS/Terminal Services, Group Policy, and multifactor authentication.
  • Support specialized dental and medical systems and hardware (e.g., X-ray sensors, imaging applications).
  • Diagnose and resolve connectivity and networking issues including firewalls, VPNs, VLANs, DNS, DHCP, routing protocols, and wireless infrastructure.
  • Take ownership of customer issues from intake through resolution, ensuring SLA compliance and customer satisfaction.
  • Perform root cause analysis to prevent recurring issues and improve service delivery.
  • Escalate unresolved issues appropriately to senior engineers or third-party vendors and coordinate follow-up.
  • Document solutions clearly and contribute to shared knowledge resources.

Requirements

  • Minimum 5+ years of IT support experience with at least 3+ years in a Tier 2 or higher role.
  • MSP experience strongly preferred.
  • Associate’s degree or higher in Computer Science, IT, Systems Engineering, or equivalent professional experience preferred.
  • Proficiency in Windows OS support, Microsoft 365 administration, Active Directory/AD Sync, and domain/permissions management.
  • Experience with RMM tools and PSA/ticketing systems.
  • Strong understanding of networking concepts: TCP/IP, DNS, DHCP, VPNs, VLANs, routing protocols, firewalls, and wireless.
  • Hands-on experience with virtualization environments, terminal servers, and remote application delivery.
  • Ability to troubleshoot both software and hardware, including vendor-specific and third-party applications.
  • Excellent communication, documentation, client service, multitasking, and workload management skills in fast-paced environments.
  • Certifications (Microsoft, Cisco, CompTIA) are a plus; dental IT support experience highly desirable; availability to work Monday–Friday 11:00 AM–8:00 PM EST (remote) is required.

Benefits

  • Medical, dental, and vision benefits with employee premiums covered 80–100%.
  • Paid time off plus public holidays.
  • Training and development opportunities.
  • 401(k) plan.
  • Life insurance.
  • Hybrid work option for candidates local to West Chester, PA; otherwise fully remote.

Interested in this position?

Apply directly on the company website

Apply Now

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