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

***This position will require flexibility to travel to corporate office and customer locations as needed.***