Thinc Forward

IT Support Engineer

Thinc Forward

full-time

Posted on:

Origin:  • 🇺🇸 United States • Pennsylvania

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Job Level

Mid-LevelSenior

Tech Stack

Firewalls

About the role

  • 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

Requirements

  • 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