IT Support Engineer

DataServ / xFact; West Dover (OH); Sur place; USD 55 000 - 75 000; Plein temps

Résumé du poste

DataServ / xFact is seeking an IT Support Engineer to deliver hands-on end-user support across client environments and company offices. You will install, maintain, troubleshoot, and support a wide range of IT systems, ensuring reliable and secure services while building strong customer relationships.

The role requires traveling to Westlake and customer sites, handling tickets, documenting solutions, and collaborating with technical teams to meet service levels.

Qualifications

• Associate degree or equivalent experience in IT.
• 2+ years IT support or help desk experience.
• Experience with Windows OS and Microsoft 365.
• Familiarity with AD, Entra ID and device management.
• Networking fundamentals including TCP/IP, DNS, DHCP, VPNs.

Responsabilités

• Provide onsite and remote technical support for hardware, software, OS, and network issues.
• Diagnose and resolve end-user technology issues professionally.
• Document troubleshooting activities and support procedures.
• Travel to customer locations and collaborate with internal teams.
• Manage tickets through completion and maintain accurate records.

Connaissances

Troubleshooting

Customer service

Communication

Prioritization

Formation

Associate degree in IT/CS

Outils

Windows OS

Microsoft 365

Azure AD

VPNs

Description du poste

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.***