Serve as a Tier 2 escalations point handling both basic and complex IT issues
Troubleshoot and resolve problems related to desktops, applications, servers, networking, virtualization, and domain services
Provide advanced technical support for Microsoft 365, Active Directory, RDS/Terminal Services, Group Policy, and multifactor authentication
Support specialized systems such as dental/medical equipment software and hardware (e.g., X-ray sensors, imaging applications)
Troubleshoot connectivity and networking issues including firewalls, VPNs, VLANs, DNS/DHCP, and wireless infrastructure
Take ownership of customer issues from intake through resolution, ensuring SLA compliance and customer satisfaction
Perform root cause analysis to prevent recurring issues and improve overall service delivery
Escalate unresolved issues appropriately to senior engineers or third-party vendors
Document solutions clearly to contribute to shared knowledge resources

Minimum 5+ years’ experience in IT support with at least 3+ years in a Tier 2 or higher role; MSP experience strongly preferred
Associate’s degree (or higher) in Computer Science, IT, Systems Engineering, or equivalent professional experience preferred
Proficiency in Windows OS support, Microsoft 365 administration, Active Directory/AD Sync, and domain/permissions management
Experience with RMM tools and PSA/ticketing systems
Strong understanding of networking concepts (TCP/IP, DNS, DHCP, VPNs, VLANs, routing protocols, firewalls, wireless)
Hands-on experience with virtualization environments, terminal servers, and remote app delivery
Ability to troubleshoot and support both software and hardware, including vendor-specific and third-party applications
Excellent communication, documentation, and client service skills
Proven ability to multi-task, prioritize, and manage workload effectively in a fast-paced environment
Certifications (Microsoft, Cisco, CompTIA, etc.) are a plus
Dental IT support experience highly desirable

Medical, Dental, and Vision Benefits (employee premiums covered at 80-100%)
Paid time off (plus public holidays)
Training & Development
401(k)
Life Insurance
Hybrid work environment offered if local to West Chester, PA, otherwise fully remote

Support Engineer

Key skills