Senior IT Support Engineer - Remote/Onsite

Clarvida; Schuylkill Haven (Schuylkill County); Remote; USD 44,000 - 52,000; Full time

Benefits offered by this job

Paid vacation days

Sick leave

Holidays

Health insurance options

401(k)

Employee Assistance Program

Perks @ Clarvida discounts

Mileage reimbursement

Cellphone stipend

Job summary

Clarvida is seeking an IT Senior Support Specialist (U.S.-Based) to provide advanced Level 3 remote and hands-on support for employees, offices, and field locations across the United States. The role requires travel to Clarvida locations and strong coordination with vendors to restore service.

The successful candidate will have an Associate's degree in IT (or equivalent) and at least 3 years of IT support experience, plus ServiceNow and Office suite proficiency.

Qualifications

• Associate's degree in Information Technology or a related field or equivalent work experience.
• At least 3 years of end-user, field, desktop, or network support experience with hands-on hardware troubleshooting and vendor coordination.
• Experience coordinating incidents with ISPs, telecom carriers, cabling vendors, equipment manufacturers, and shipping providers.
• Experience with ServiceNow or comparable IT service management platform.

Responsibilities

• Provide advanced Level 3 support for incidents requiring U.S.-based ownership and business-hours coverage.
• Perform onsite troubleshooting, repair, installation, and validation of IT equipment at U.S. offices and service locations.
• Own internet and telecommunications incidents for U.S. locations and coordinate vendor cases.
• Coordinate with U.S. internet service providers, carriers, cabling vendors, and third parties when remote support cannot restore service.
• Investigate office connectivity issues and arrange onsite vendor support when required.
• Serve as escalation point for tickets triaged remotely by other teams and coordinate on-site resolution.
• Provide onsite and remote support for office openings, relocations, and technology refresh activities.
• Travel to U.S. Clarvida offices and service locations as needed for incidents and deployments.
• Document troubleshooting, outages, and resolutions in the system and create knowledge articles.

Skills

Customer service

Communication

Organizational skills

Interpersonal skills

Critical thinking

Multi-line phone system

Education

Associate's degree in Information Technology or related field

3+ years IT support experience

Tools

ServiceNow

Office suite (Excel, Word, Outlook)

Job description

Clarvida is seeking an IT Senior Support Specialist (U.S.-Based) to provide advanced Level 3 remote and hands-on support for employees, offices, and field locations across the United States. The role requires travel to Clarvida locations and strong coordination with vendors to restore service.

The successful candidate will have an Associate's degree in IT (or equivalent) and at least 3 years of IT support experience, plus ServiceNow and Office suite proficiency.