IT Support Engineer
About The Position
The IT Support Engineer delivers technical support to internal and external customers, working at company offices and customer locations to install, maintain, troubleshoot, and support IT systems and technologies. The role provides hands-on end-user support, maintains customer relationships, participates in project implementations, and collaborates with technical teams to provide reliable and secure technology services. It requires technical skills, professionalism, strong customer service, and the ability to manage priorities across multiple client environments. The position provides onsite and remote support for hardware, software, operating systems, networks, Microsoft 365, email, collaboration tools, and business applications. It also handles user account and access administration, service tickets, technical documentation, and asset tracking. Travel to the Westlake office and customer locations is required as needed.
Requirements
- Associate degree in Information Technology, Computer Science, or a related field, or an equivalent combination of education and experience.
- 2+ years of IT support, help desk, desktop support, or field services experience preferred.
- Strong troubleshooting and problem-solving skills.
- Experience supporting Windows operating systems and Microsoft 365.
- Familiarity with Active Directory, Entra ID (Azure AD), and endpoint management platforms.
- Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPNs, and wireless networking.
- Strong written and verbal communication skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Ability to work independently while contributing to a collaborative team.
- Flexibility to travel to the corporate office and customer locations as needed.
Nice To Haves
- Experience supporting multiple customer environments or managed IT services.
- Experience with Microsoft Intune or modern device management platforms.
- Familiarity with Google Workspace environments.
- Exposure to cybersecurity tools and best practices.
- Industry certifications such as CompTIA A+, CompTIA Network+, Microsoft Fundamentals Certifications, or ITIL Foundations.
Responsibilities
- Provide onsite and remote technical support for hardware, software, operating systems, and network issues.
- Diagnose and resolve end-user technology issues.
- Configure, deploy, and support desktops, laptops, mobile devices, printers, and peripheral equipment.
- Support Microsoft 365, email systems, collaboration tools, and business applications.
- Assist with user account administration, password management, security access, and identity management.
- Troubleshoot wired and wireless network connectivity issues.
- Document troubleshooting activities, solutions, and support procedures.
- Serve as the primary technical contact for assigned customers and maintain positive relationships with customer stakeholders.
- Act as a liaison between customers and internal technical teams.
- Provide customer service while managing expectations and maintaining professionalism.
- Manage assigned service requests and incident tickets through completion, prioritizing work according to business needs and service-level expectations.
- Maintain accurate and timely ticket documentation, escalate issues when needed, and follow established support processes and best practices.
- Maintain customer and internal technical documentation, and create or update knowledge base articles and support procedures.
- Assist with inventory management and technology asset tracking, and maintain records of equipment deployments and configurations.
- Travel to the Westlake office and customer locations as needed.
- Perform other duties as required to meet business needs.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
