IT Support Engineer

The IT Support Engineer provides onsite and remote support for internal and external customers, focusing on end-user technology, Microsoft 365, identity, networking, and service ticket execution.

Responsibilities

• Deliver onsite and remote technical support for hardware, software, operating systems, and network-related issues
• Troubleshoot and resolve end-user technology problems efficiently and professionally
• Configure, deploy, and support equipment including desktops, laptops, mobile devices, printers, and other peripherals
• 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 steps, outcomes, and support procedures
• Serve as the primary technical contact for assigned customers
• Maintain positive relationships with customer stakeholders
• Act as a liaison between customers and internal technical teams
• Provide high level customer service while managing expectations and maintaining professionalism
• Manage assigned service requests and incident tickets through completion
• Prioritize workload based on business needs and service level expectations
• Keep ticket documentation accurate and timely
• Escalate issues appropriately when additional expertise or resources are required
• Follow established support processes and best practices
• 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
• Travel to the Westlake office and to customer locations as needed
• Perform other duties as required to meet business needs

Requirements

• 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
• Networking fundamentals understanding 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 corporate office and customer locations as needed

Technologies

• Microsoft 365
• Email systems
• Collaboration tools
• Active Directory
• Entra ID (Azure AD)
• Endpoint management platforms
• TCP/IP
• DNS
• DHCP
• VPNs
• Wireless networking

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