IT Support Engineer
About The Position
The IT Support Engineer delivers technical support to internal and external customers, serving as a trusted technical resource across company offices and customer locations. The role installs, maintains, troubleshoots, and supports a range of IT systems and technologies. It combines hands-on end-user support with customer relationship management, project implementation participation, and collaboration with technical teams to provide reliable and secure technology services. The position requires technical skills, professionalism, strong customer service, and the ability to manage multiple priorities across different client environments. 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 is 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 remaining part of 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-related issues.
- Diagnose and resolve end-user technology issues efficiently and professionally.
- 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 a primary technical contact for assigned customers and maintain positive relationships with customer stakeholders.
- Act as a liaison between customers and internal technical teams, providing professional customer service and managing expectations.
- Manage assigned service requests and incident tickets through completion, prioritize work according to business needs and service-level expectations, and maintain accurate ticket documentation.
- Escalate issues when additional expertise or resources are required and follow established support processes and best practices.
- Maintain customer and internal technical documentation, create and update knowledge base articles and support procedures, and assist with inventory management and technology asset tracking.
- Maintain accurate 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
Mid Level
Education Level
Associate degree
