Job details

IT Support Engineer

We are looking for an IT Support Engineer (help desk Tier 2) for a Monday-Friday, 11:00 am - 8:00 pm EST shift OR an 8:00 am - 5:00 pm EST shift, 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

Handle 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
Handle Tier 1 and Tier 2 tech support calls
Other duties as assigned

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 PCs (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
Good written and oral communication skills
DENTAL IT SUPPORT experience highly desired

Medical, Dental, and Vision Benefits (employee premiums covered at 80-100%)
Paid time off (plus public holidays)
Training & Development
401(k)
Life Insurance
Hybrid work environment offered if local to West Chester, PA, otherwise fully remote

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.

Please note that we have been made aware of a phishing scam by a fraudulent company impersonating Thinc Forward. Any communication from our team will end in an email address @thincforward.com (not @work-thincforward.com or something similar).

Average salary estimate

$70000 / YEARLY (est.)

min

max

$60000K

$80000K

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What You Should Know About IT Support Engineer, Thinc Forward

At Thinc Forward, we are on the lookout for a talented IT Support Engineer to join our team! This role is designed for individuals who thrive on helping others and solving technical puzzles. As an IT Support Engineer, you'll be the first line of support, tackling technical issues for our customers through inbound calls, emails, and ticketing systems. Whether it’s diagnosing software bugs, troubleshooting hardware glitches, or guiding clients through setting up new applications, your expertise will make a real difference. Moreover, you'll work from Monday to Friday with flexible shifts—either from 11:00 am to 8:00 pm or 8:00 am to 5:00 pm EST. We expect you to adeptly manage and resolve network problems, configure operating systems, and provide immediate assistance using remote software connections. To qualify, you should hold a degree in a relevant field, possess solid troubleshooting skills, and ideally carry certifications like A+, Network+, or similar. If you’re a natural communicator who can simplify complex tech details for customers, we want to meet you! Join us and become a trusted partner for our clients as you provide timely and accurate solutions to their tech issues, all while enjoying great benefits like medical, dental, and vision coverage, paid time off, and a supportive work environment that encourages professional growth.

Frequently Asked Questions (FAQs) for IT Support Engineer Role at Thinc Forward

What are the core responsibilities of an IT Support Engineer at Thinc Forward?

As an IT Support Engineer at Thinc Forward, your primary responsibilities will include handling all incoming support communications, diagnosing and troubleshooting software and hardware issues, and managing Tier 1 and Tier 2 support calls. You'll provide clear guidance to our customers, ensuring that issues are systematically tracked and resolved, while documenting your findings for future reference.