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IT Support Engineer

2 hours, 18 minutes ago
United States
Full-time
Senior
Technical Support Engineer
DevOps and Infrastructure
Active Directory AWS Cisco DHCP DNS TCP/IP
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 3

Description

  • Serve as a Tier 2 escalation point for both basic and complex IT support issues.
  • Troubleshoot and resolve problems involving 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 dental and medical equipment software and hardware, including X-ray sensors and imaging applications.
  • Troubleshoot connectivity issues involving firewalls, VPNs, VLANs, DNS/DHCP, and wireless infrastructure.
  • Take ownership of customer issues from intake through resolution while meeting SLA 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 when appropriate.
  • Document solutions clearly and contribute to shared knowledge resources.

Requirements

  • Minimum 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 understanding of networking concepts, 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 and support both software and hardware, including vendor-specific and third-party applications.
  • Excellent communication, documentation, and client service skills.
  • Proven ability to multitask, prioritize, and manage workload effectively in a fast-paced environment.
  • Microsoft, Cisco, or CompTIA certifications are a plus.
  • Dental IT support experience is highly desirable.

Benefits

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

Interested in this position?

Apply directly on the company website

Apply Now

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