Thinc Forward

Support Engineer

• Serve as a Tier 2 escalations point handling both basic and complex IT issues
• Troubleshoot and resolve problems related to desktops, applications, servers, networking, virtualization, and domain services
• Provide advanced technical support for Microsoft 365, Active Directory, RDS/Terminal Services, Group Policy, and multifactor authentication
• Support specialized systems such as dental/medical equipment software and hardware (e.g., X-ray sensors, imaging applications)
• Troubleshoot connectivity and networking issues including firewalls, VPNs, VLANs, DNS/DHCP, 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 overall service delivery
• Escalate unresolved issues appropriately to senior engineers or third-party vendors
• Document solutions clearly to contribute to shared knowledge resources

IT Support Engineer

Project Manager

• Manage the full lifecycle of IT projects for clients, including multi-site deployments, migrations, upgrades, etc.
• Plan, schedule, and coordinate internal and/or external resources to ensure projects meet scope and quality standards
• Track and report progress across concurrent projects using ConnectWise Manage, Smartsheet, and any related/required tools
• Lead client onboarding and MSP transitions and coordinate with internal teams and external vendors for technology installations and site readiness activities, ensuring smooth handoffs and minimal disruption
• Serve as the primary client contact, providing regular updates, managing expectations, and resolving issues proactively
• Collaborate closely with engineering, service delivery, procurement, and field teams to align priorities and maintain project momentum
• Identify and manage project risks, documenting key changes, timelines, and deliverables
• Contribute to process improvement efforts and maintain accurate project documentation
• Represent the company professionally in all client and team interactions
• Other duties and tasks as assigned

Project Manager – IT Services

Solutions Engineer

• Assess site readiness and develop a plan for integration
• Setup servers and VMs
• Install various software packages
• Setup firewalls and network equipment such as switches, access points, cameras
• Oversee low voltage cabling crews
• Some experience running and terminating Cat5/6 cables
• Installation of computers, servers, etc.
• Experience wall mounting TVs
• Converting legacy software by either moving them to new servers or virtualizing them
• Setting up new offices with all needed equipment (PCs, printers, scanners, etc.)
• Work with PMs on creating Scopes of Work (SOW)
• Assist other project team members as necessary
• Work with vendors to integrate industry specialized equipment
• Migrating existing computers to new network
• Replacing existing computers and migrating data from old
• Interface with our data center team on large projects
• Upgrade systems with new releases and models
• Develop expertise to train staff on new technologies
• Define and document best practices and support procedures
• Other duties as assigned

Systems Integration Engineer

IT Support

• Provide first-line support to end-users via phone, email, and ticketing system
• Troubleshoot and resolve issues with Windows operating systems, Microsoft Office applications, and peripheral devices
• Administer user accounts in Active Directory, including creation, password resets, and group membership
• Manage Office 365 accounts, licensing, and mailbox configurations
• Support VPN connectivity and remote access solutions
• Perform device setups, replacements, and user onboarding/offboarding tasks
• Document work performed and maintain accurate records in the help desk CRM
• Monitor RMM alerts, respond appropriately, and escalate complex issues to Tier 2/3 when necessary
• Provide basic support for VoIP phone systems (adds, moves, and changes)
• Troubleshoot user issues within T1 Scope
• Deliver clear communication and maintain a high standard of customer service in all interactions

Help Desk Technician – Tier 1

• 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