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Description
Position Summary
The IT Support Engineer is responsible for delivering technical support to both internal and external customers. This role serves as a trusted technical resource, splitting time between both company offices and customer locations to install, maintain, troubleshoot, and support a wide range of IT systems and technologies.
A successful candidate will provide hands-on end-user support, maintain strong customer relationships, participate in project implementations, and collaborate with technical teams to ensure reliable and secure technology services. This position requires a combination of technical skills, ability to deliver exceptional service, professionalism, and the ability to manage multiple priorities across various client environments.
Essential Responsibilities
Technical Support & Troubleshooting
- 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 equipment, including but not limited to: 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.
Customer Relationship Management
- Serve as a primary technical contact for assigned customers.
- Develop and maintain positive working relationships with customer stakeholders.
- Act as a liaison between customers and internal technical teams.
- Provide a high level of customer service while managing expectations and maintaining professionalism.
Ticket & Service Management
- Manage assigned service requests and incident tickets through completion.
- Prioritize workload according to business needs and service level expectations.
- Maintain accurate and timely ticket documentation.
- Escalate issues appropriately when additional expertise or resources are required.
- Follow established support processes and best practices.
Documentation & Asset Management
- Maintain customer and internal technical documentation.
- Create and update knowledge base articles and support procedures.
- Assist with inventory management and technology asset tracking.
- Maintain accurate records of equipment deployments and configurations.
Other Responsibilities
- Travel to both Westlake office and customer locations as needed.
- May be asked to perform other duties as required to meet the needs of the business.
Required Qualifications
- Associate degree in Information Technology, Computer Science, or related field; or 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 remaining part of a collaborative team.
Preferred Qualifications
- 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
- ITIL Foundations
Requirements
- This position will require flexibility to travel to corporate office and customer locations as needed.*