Information Technology Support Engineer

London Approach; Philadelphia (Philadelphia County); On-site; USD 23,000 - 40,000; Full time

Benefits offered by this job

Health Benefits

PTO

Job summary

London Approach is seeking an IT Support Engineer to deliver hands-on technical support across multiple local sites. You will troubleshoot desktop hardware, software, and network issues, while maintaining IT infrastructure and assisting with onboarding, asset management, and security practices.

The role requires 4–6 years of progressive IT experience, strong Windows and M365 skills, and the ability to travel between local offices.

Qualifications

• 4–6 years of professional IT experience in technical support or desktop engineering.
• Strong experience with Windows 10/11, Microsoft 365, and enterprise PC environments.
• Working knowledge of Active Directory, Entra ID, Group Policy, and user admin.
• Experience troubleshooting desktops, laptops, printers, and enterprise apps.
• Fundamental networking knowledge: TCP/IP, DNS, DHCP, VPN, LAN/WAN, Wi‑Fi.
• Familiarity with IT ticketing systems, remote support tools; onsite/mobile support mindset.
• Ability to travel to local sites for hands-on support.

Responsibilities

• Provide Tier 2 support for desktops, laptops, mobiles, printers, and apps.
• Troubleshoot Windows, M365 issues, hardware failures, connectivity problems.
• Install and configure workstations, monitors, docking stations, and equipment.
• Assist with onboarding/offboarding: accounts, provisioning, access control.
• Diagnose and resolve escalated tickets using remote and on-site troubleshooting.
• Support conference rooms, AV equipment, video meetings, and collaboration tools.
• Maintain documentation of issues, configs, and resolutions.
• Support M365 environments: Outlook, Teams, OneDrive, SharePoint.
• Assist with AD/Entra ID, GPO, permissions, and access management.
• Troubleshoot LAN/WAN, wireless, VPN, DNS, DHCP, TCP/IP connectivity.
• Provide end-user hardware lifecycle support and asset inventories.
• Collaborate with network, server, and infrastructure teams on upgrades.

Skills

Windows 10/11

Microsoft 365

Enterprise PC hardware

Networking basics

Active Directory

Entra ID / Azure AD

Group Policy

VPN

IT ticketing systems

Remote support tools

Education

Experience: 4-6 years

Tools

Intune

SCCM/MECM

Job description

Up to $29.00/hr based on experience, Health Benefits available and PTO

Experience Level: Mid-Level (4-6 Years)

Work Environment: Onsite / Local Field Support

Position Overview

We are seeking a well-rounded IT Support Engineer to provide hands-on technical support across a multi-site enterprise environment. This individual will be responsible for supporting end users, troubleshooting hardware and software issues, maintaining IT infrastructure, and delivering onsite technical assistance at various local business locations.

The ideal candidate will have 4-6 years of progressive IT experience, with a strong technical foundation spanning Windows environments, Microsoft 365, desktop and laptop hardware, networking, enterprise applications, and general IT infrastructure.

This is a hands-on position requiring someone comfortable working independently, traveling between local sites, and resolving a wide range of technical issues involving both end-user technology and enterprise infrastructure.

Key Responsibilities

Technical & End-User Support

• Provide Tier 2 technical support for desktops, laptops, mobile devices, printers, peripherals, and enterprise business applications.
• Troubleshoot Windows operating systems, Microsoft 365 applications, hardware failures, connectivity issues, and software-related problems.
• Install, configure, deploy, maintain, and replace employee workstations, laptops, monitors, docking stations, and associated equipment.
• Support employee onboarding and offboarding, including workstation provisioning, account setup, access management, and equipment deployment.
• Diagnose and resolve escalated IT support tickets, utilizing remote support tools and hands-on troubleshooting.
• Support conference room technology, audiovisual equipment, video conferencing platforms, and collaboration tools.
• Maintain accurate documentation of technical issues, resolutions, system configurations, and support activities.
• Support Microsoft 365 environments, including Outlook, Teams, OneDrive, SharePoint, and related enterprise productivity applications.
• Assist with Active Directory, Microsoft Entra ID (Azure AD), user account administration, Group Policy, permissions, and access management.
• Troubleshoot LAN/WAN connectivity, wireless networks, VPN connections, DNS, DHCP, and TCP/IP-related issues.
• Provide hands-on support for network infrastructure, including switches, wireless access points, cabling, patch panels, and network-connected equipment.
• Assist infrastructure and systems administration teams with server connectivity, endpoint management, patching, software deployments, and system upgrades.
• Support endpoint security, antivirus/EDR solutions, multifactor authentication, and workstation compliance standards.
• Assist with maintaining IT asset inventories, system documentation, equipment lifecycle management, and operational procedures.
• Participate in infrastructure improvements, hardware refreshes, enterprise software rollouts, and technology modernization initiatives.

Onsite & Field Technical Support

• Travel regularly to local offices, facilities, and business locations to provide onsite IT support, troubleshooting, installations, and equipment maintenance.
• Serve as a primary technical resource for location-specific issues requiring physical intervention or hands-on diagnosis.
• Perform workstation installations, office moves, equipment upgrades, technology refreshes, and hardware replacements.
• Troubleshoot onsite networking, connectivity, printers, wireless access points, and other IT equipment.
• Coordinate with centralized IT teams, network engineers, vendors, and third-party service providers to resolve complex technical issues.
• Assist with new site deployments, office expansions, infrastructure upgrades, and technology rollouts.
• Provide responsive, professional technical assistance to employees and management across multiple locations.

Required Qualifications

• 4-6 years of professional IT experience in technical support, desktop engineering, enterprise IT operations, or a similar hands-on technical role.
• Strong experience supporting Windows 10/11, Microsoft 365, and enterprise PC hardware/software environments.
• Working knowledge of Active Directory, Microsoft Entra ID, Group Policy, and user account administration.
• Experience troubleshooting desktops, laptops, printers, peripherals, mobile devices, and enterprise applications.
• Solid understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPN, LAN/WAN, and Wi-Fi connectivity.
• Experience using IT ticketing systems, remote support tools, and established troubleshooting methodologies.
• Familiarity with endpoint provisioning, imaging, software installations, patch management, and device lifecycle support.
• Ability to independently diagnose and resolve technical issues across hardware, software, networking, and general IT infrastructure.
• Experience supporting users and equipment in a corporate or multi-location business environment.
• Strong communication, documentation, problem-solving, and customer service skills.
• Ability and willingness to travel to local business locations to provide hands-on technical support.
• Valid driver's license and reliable transportation for local site visits.

Preferred Qualifications

• Experience supporting multi-site enterprise or distributed corporate IT environments.
• Familiarity with Microsoft Intune, Microsoft Endpoint Configuration Manager (SCCM/MECM), or comparable endpoint management platforms.
• Exposure to Windows Server, virtualization technologies (VMware/Hyper-V), and general server administration.
• Experience supporting enterprise networking equipment, firewalls, switches, and wireless infrastructure.
• Understanding of cybersecurity best practices, MFA, endpoint protection, and identity/access management.
• Experience supporting VoIP phones, conferencing systems, and office audiovisual equipment.
• Familiarity with IT service management (ITSM) platforms such as ServiceNow, Jira Service Management, or similar tools.
• Certifications such as CompTIA A+, Network+, Microsoft certifications, or equivalent practical experience.

Ideal Candidate Profile

We are looking for a versatile, hands-on IT professional who has progressed beyond basic help desk support and developed broad technical experience across corporate IT environments.

The successful candidate will be equally comfortable troubleshooting an employee's laptop, resolving Microsoft 365 issues, diagnosing network connectivity problems, deploying new equipment, or visiting another company location to address an infrastructure issue.

This individual should bring a combination of strong technical troubleshooting abilities, practical enterprise IT knowledge, and a customer-focused mindset. The role requires someone who can work independently, take ownership of technical problems from diagnosis through resolution, and contribute to the reliable operation of IT systems across multiple business locations.