Support Engineer

Franklin Fitch; Norcross (GA); Hybrid; USD 55,000 - 85,000; Full time

Job summary

Franklin Fitch is seeking a hands-on Second Line Support Engineer to strengthen an on-site IT team in Norcross, GA. The role combines deskside support at the office with remote assistance across the US, Canada and Mexico in a hybrid setup, 8:00–17:00.

You’ll resolve incidents via break-fix procedures, follow documented processes, and assist with network troubleshooting and equipment shipping to remote users. A couple of years’ IT support experience is required.

Qualifications

• Hands-on deskside IT support experience.
• Fluent with Microsoft technologies and environments.
• Experience resolving faults using instruction-led procedures.

Responsibilities

• Escalation point for first line support; resolve incidents with hands-on troubleshooting.
• Follow documented procedures to restore service quickly and consistently.
• Provide deskside support by visiting users on-site to diagnose and resolve issues.

Skills

Microsoft technologies

Network switches

Desk-side support

Troubleshooting procedures

IT support experience

Positive attitude

Job description

Are you a hands-on IT professional who enjoys fixing problems in person and keeping people productive? We're looking for a Second Line Support Engineer to join an established on-site IT team, replacing an existing team member with an immediate start preferred.

We're partnering with a well-established, technically driven organization with a couple of hundred employees on site across offices, technical labs, and a production line. You'll provide deskside support to on-site users and remote support to colleagues across Canada, Mexico, and the US. There are no specialist or industry-specific applications to support, and a full knowledge handover will be provided by the retained team.

Key Responsibilities

Second Line Support

• Act as the escalation point for first line support, resolving incidents through hands-on, break-fix troubleshooting.
• Follow documented, instruction-led procedures to restore service quickly and consistently.
• Provide deskside support by visiting users across the site to diagnose and resolve issues in person.

Network & Infrastructure

• Support day-to-day network operations, including switch troubleshooting.

Remote User Support

• Support remote users in Canada, Mexico, and the US.
• Prepare and ship equipment to remote users as required.

Required Skills & Experience

• Strong fluency across Microsoft technologies and environments.
• Working knowledge of network switches.
• Experience resolving faults using instruction-led procedures.
• Hands-on deskside support experience, comfortable visiting users rather than working phone-only.
• A couple of years of relevant IT support experience.
• A keen, eager, and motivated attitude.

Preferred Skills & Experience

• Experience supporting mixed office, lab, or production environments.
• Experience supporting users across multiple locations or countries.

Location

Hybrid, primarily on site in Norcross, GA, with flexibility for work from home days. Working hours are 8 to 5.