Thinc Forward

Support Engineer

Thinc Forward

full-time

Posted on:

Location Type: Remote

Location: Arizona • Nevada • United States

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Tech Stack

DNSFirewallsRayTCP/IP

About the role

  • 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

Requirements

  • Minimum 5+ years’ experience in IT support 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, 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 multi-task, prioritize, and manage workload effectively in a fast-paced environment
  • Certifications (Microsoft, Cisco, CompTIA, etc.) are a plus
  • Dental IT support experience highly desirable
Benefits
  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
IT supporttroubleshootingMicrosoft 365Active DirectoryRDS/Terminal ServicesGroup Policynetworkingvirtualizationroot cause analysisWindows OS support
Soft Skills
communicationdocumentationclient servicemulti-taskingprioritizationworkload managementcustomer satisfactionproblem-solvingownershipSLA compliance
Certifications
MicrosoftCiscoCompTIA