IT Support Engineer

2 hours, 5 minutes ago
Full-time
Senior
Customer and Technical Support
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

Description

  • Serve as a Tier 2 escalation point for both routine and complex IT support tickets.
  • Troubleshoot and resolve issues across desktops, applications, servers, networking, virtualization, and domain services.
  • Provide advanced support for Microsoft 365, Active Directory, RDS/Terminal Services, Group Policy, and multifactor authentication.
  • Support specialized dental and medical software and hardware, including imaging applications and X-ray sensors.
  • Diagnose connectivity and networking problems involving firewalls, VPNs, VLANs, DNS/DHCP, and wireless infrastructure.
  • Own customer issues from intake through resolution while meeting SLA commitments and customer satisfaction goals.
  • Perform root cause analysis to reduce recurring issues and improve service delivery.
  • Escalate unresolved issues to senior engineers or third-party vendors as needed.
  • Document solutions clearly and contribute to shared knowledge resources.

Requirements

  • 5+ years of IT support experience, including at least 3+ years in a Tier 2 or higher role.
  • MSP experience is 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 networking knowledge including TCP/IP, DNS, DHCP, VPNs, VLANs, routing protocols, firewalls, and wireless.
  • Hands-on experience with virtualization environments, terminal servers, and remote app delivery.
  • Ability to troubleshoot both software and hardware, including vendor-specific and third-party applications.
  • Excellent communication, documentation, and client service skills.
  • Certifications such as Microsoft, Cisco, or CompTIA are a plus.
  • Dental IT support experience is highly desirable.

Benefits

  • Medical, dental, and vision coverage with employee premiums covered at 80-100%.
  • Paid time off plus public holidays.
  • Training and development opportunities.
  • 401(k) retirement plan.
  • Life insurance.
  • Remote work with a hybrid option if local to West Chester, PA.

Interested in this position?

Apply directly on the company website

Apply Now

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