Support Engineer

The Goddard School•Upper Merion Township, PA

About The Position

Come join the Goddard Systems, LLC (GSL) corporate team! We're a great place to work, offering meaningful career opportunities, employee-friendly perks, and competitive benefits. As the manager of The Goddard School franchise system, GSL supports more than 675 schools in delivering high-quality, play-based early childhood education to children and families across the United States. Our successful franchise business model is built on strong partnerships with franchisees and supported by experienced professionals in business, marketing, IT, franchise operations, finance, and education. Together, we help create joyful, supportive environments where children flourish. Today, The Goddard School serves more than 90,000 students across 38 states, and we're continuing to grow. POSITION SUMMARY The Support Engineer is a hands-on technologist and problem solver responsible for delivering high-quality technical support to The Goddard School franchise network and Goddard Systems (GSL) corporate employees. Working as part of a tight-knit Service Delivery team, the Support Engineer owns incidents and service requests end-to-end, from intake through diagnosis, resolution, and closure, while contributing to the team’s broader objective: Delight the customer. The Support Engineer is expected to operate with autonomy on day-to-day support, exercise sound judgement on when to escalate, and bring IT background and problem-solving mindset to a fast-moving environment that supports more than 700 schools and a corporate user base.

Requirements

3-5 years in an IT service desk, technical support, or customer-facing IT role
Hands-on experience supporting Microsoft 365, Windows endpoints, and identity/MFA workflows
Demonstrated ability to troubleshoot independently using documentation, logs, and structured problem-solving
Strong written and verbal communication skills; able to explain technical concepts in plain language to non-technical users
Comfort working in a ticketing/ITSM system (Freshservice, ServiceNow, Jira Service Management, or similar) with a strong sense of documentation discipline
Ability to prioritize and manage a queue of concurrent requests in a fast-paced environment

Nice To Haves

Bachelor’s degree in Computer Science or related field is preferred
Experience in a customer service or customer support role outside of IT
Familiarity with ITIL concepts (incident, request, problem, change)
Exposure to franchise, multi-site, or distributed-user support environments
Customer-first Mindset: Approaches every interaction with the goal of delighting the customer, not just closing the ticket
Problem-Solving Orientation: Curious, resourceful, and willing to dig in when the answer isn’t obvious
Communication & Relationship building: Communicates effectively at all levels and handles difficult conversations with grace, compassion, and composure
Job Knowledge & Personal Development: Stays current with industry practices and seeks out opportunities to grow
Flexibility & Dependability: Reliable, accountable, and able to adapt as priorities shift

Responsibilities

Serve as a primary point of contact for IT support requests from Goddard School franchisees, school directors, school staff, and GSL corporate employees
Own incidents and service requests end-to-end in the ITSM platform (Freshservice): triage, diagnose, resolve, document, and close with clear, professional ticket notes and closure summaries
Understands the operational context of the franchise schools (enrollment, billing, workflows) well enough to prioritize issues by business impact, not just technical severity
Provide timely, structured updates to requesters using consistent communication pattern (what we know/next step/next update)
Deliver support across multiple channels – phone, email, Service Portal – with a consistently customer-first tone
Troubleshoot and resolve issues across GSL’s core technology platforms, including: Identity & Access: Microsoft Entra ID, MFA, Conditional Access, SSO, account lifecycle (provisioning/deprovisioning); Productivity: Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive); Endpoints: Windows and macOS devices managed via Microsoft Intune; Defender for Endpoint; Franchise Applications: Franchise Management System (FMS) and related school-facing applications; Networking basics: Wi-Fi, VPN, ISP coordination at the user-support level
Coordinate effectively with Engineering, Infrastructure, Security, and vendor teams when issues exceed Service Delivery scope, maintaining clean handoffs and follow-through to closure
Contribute to the team’s knowledge base by authoring and maintaining high-quality KB articles, runbooks, and job aids that improve consistency and reduce repeat tickets
Identify recurring issue patterns and propose practical process or automation improvements
Support the maturation of the ITSM environment (Freshservice), including workflow validation, UAT, and adoption of new categories, automations, and self-service capabilities
Maintain accurate categorization, prioritization, and documentation standards to support reliable KPI reporting (FCR, SLA, CSAT)
Participate in Priority 1 and Priority 2 incident response with a defined role (triage, communication, documentation, or coordination), executing assigned actions with clarity and calm under pressure
Handle high-visibility and executive support requests with appropriate urgency, professionalism, and follow-through
Collaborate closely with Service Delivery Lead and peer Support Engineers as one team – sharing knowledge, covering for one another, and reinforcing a consistent customer experience
Build positive working relationships with franchisees, school staff, and corporate colleagues across all levels of the organization