On-Site Support Engineer I

Knowing Technologies-posted about 17 hours ago
$65,280 - $75,920/Yr
Full-time • Entry Level
Onsite • Philadelphia, PA
11-50 employees
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Reporting to the Director of Engineering and working closely with the Service Desk Manager, the On-Site Support Engineer I troubleshoots software and hardware problems for our customers, while taking full ownership of the problem until it is resolved. This work is done primarily in-person in the northern part of Philadelphia, Pennsylvania, but may at times occur remotely as well. Along with excellent customer service skills and a good grasp of different IT solutions, the role requires solid troubleshooting and problem-solving skills, in addition to sound judgment, which is applied successfully to resolve basic technical issues experienced by end users, sometimes in unfamiliar systems. The On-Site Support Engineer I coordinates with cross-functional teams to drive successful project outcomes, upholds our commitment to delivering high-quality managed services, and provides first-class reactive technical services work that consistently delights our customers.

  • Provide primarily on-site and occasional remote technical support for hardware, software, and networking issues, ensuring minimal disruption to teaching, learning, and administrative functions
  • Respond promptly to service requests and tickets, proficiently solving requests and troubleshooting issues related to: Windows and macOS workstations
  • Printers, projectors, and classroom technology such as smartboards and Apple TVs
  • Network connectivity on end user devices
  • Administrative software platforms such as Google Workspace and Microsoft 365
  • Mobile Device Management tools such as Mosyle
  • VoIP telephones and network connected cameras
  • Configure, troubleshoot, and manage repair of end user devices such as Chromebooks and Apple laptops as needed
  • Deploy, set up, and maintain devices and equipment for end users such as laptops, iPads, or printers, including bulk deployment during the summer
  • Create and deactivate end user accounts in various systems, as well as reset passwords if requested
  • Configure and troubleshoot phones and VoIP systems as needed
  • Maintain an organized and secure inventory of school IT assets
  • Conduct regular system and device health checks while on-site to proactively identify and address potential issues
  • Promptly record service requests in company’s ticketing system when a request was made verbally
  • Escalate issues to Engineer II for further resolution in cases where a problem's scope is greater than your understanding or when you are unable to solve or document the solution path within 30 minutes of attempt
  • Own and resolve assigned tickets to company standards; monitor customer satisfaction, escalating when the resolution did not create a superior customer experience
  • Own everything that happens to an assigned ticket until issue is resolved, escalated or transferred
  • Keep meticulous time records in company’s ConnectWise ticketing system on all work completed
  • Analyze problems, devise effective solutions, and formulate resolution plan
  • Keep clients informed through the ticket at every step along the way: what has been done, what are the results, what are the next steps
  • Verify that the solution is still working, and no further intervention is needed, if warranted
  • Ensure tickets are documented completely to facilitate clarity for problem discovery
  • Enter time and ticket data throughout each day as work is completed
  • Follow documented processes accurately and assist in developing new documentation for frequent tasks
  • Keep an open line of communication with the Service Desk Manager, Director of Engineering, and Director of Project Management
  • Execute customer project work as directed by the Service Desk Manager in collaboration with the Director of Project Management
  • Manage and work closely with third party vendors and contractors, occasionally serving as their primary contact
  • Complete project documents as specified by the project manager
  • Attend pre-project meetings and post-project analyses and reviews as needed
  • Interact with customers on-site and remotely, planning and coordinating with them closely for successful project delivery
  • Meet or beat planned time for engineering work in each project's quote/scope
  • Keep active and contemporaneous records of time spent on each task, from preparation through completion
  • Travel locally to customer sites as needed and work some evenings, weekends, and holidays occasionally for minimal customer disruption
  • 2-3 years’ experience in a technical support or IT helpdesk role
  • 2-3 years’ experience troubleshooting various IT solutions such as Google Workspace, Microsoft 365, and Windows/Mac operating systems
  • 1-2 years’ experience with configuration and operation of Mobile Device Management systems (Jamf School/Pro, Meraki Systems Manager, Mosyle)
  • 1-2 years' experience configuring, supporting and maintaining cloud-based phone systems and VoIP devices (specifically Zoom)
  • Fluent in technical troubleshooting and problem solving
  • Basic understanding of networking concepts such as IP addressing, DHCP, and Wi-Fi troubleshooting
  • Strong verbal and written communicator, with a keen eye for detail and a commitment to high-quality work
  • Strong listening skills with curiosity to ask questions; action-oriented problem-solver able to deliver in a fast-paced environment using superior organizational skills to manage up and laterally, juggle changing priorities and drive toward deadlines
  • Takes initiative to appropriately close open loops in service, skills, customer experience
  • Exceptional record of accounting for actions, results, SLAs and time in tickets
  • Ability to travel multiple days a week by car or other reliable transportation to customer sites in the Philadelphia, Pennsylvania area
  • Able to lift equipment weighing up to 25 pounds
  • Experience managing and working with third party vendors and contractors preferred
  • Experience overseeing the installation of security camera solutions such as Verkada preferred
  • Experience in supporting users in educational environments strongly preferred
  • Familiarity and experience with VoIP by Zoom; security cameras by Verkada; projector mounting and configuration; switch cabling and cable troubleshooting; mass deployment of end user devices
  • CompTIA A+ (preferred)
  • CompTIA Network+ (preferred)
  • Paid time off
  • 401K match
  • full medical insurance
  • commuter benefits
  • remote work arrangements
  • other benefits and perks
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