What are the responsibilities and job description for the IT Support Engineer position at Thinc Forward?
IT Support Engineer (Tier 2 – Help Desk)
Location: Remote (EST Hours)
Schedule: Tuesday–Saturday, 8:00 AM – 5:00 PM EST
We are seeking a seasoned Tier 2 IT Support Engineer with strong MSP experience to join our team. The right candidate will have a proven background in providing technical support across diverse client environments, with expertise in troubleshooting desktops, servers, networking, and business-critical applications. This role requires someone who thrives in a fast-paced environment, takes ownership of their work, and consistently applies problem-solving skills to deliver reliable results.
As part of our support team, you will serve as an escalation point for incoming tickets, handling both day-to-day and complex technical issues. You will be expected to manage your workload efficiently, maintain accurate documentation, and work collaboratively with peers to ensure SLA commitments and client satisfaction are met.
This position is best suited for an engineer who has already built a strong Tier 2 foundation, understands MSP operations, and can confidently support client environments with strong technical expertise and attention to detail. If this sounds like the right fit, and you’re someone clients can trust to deliver dependable, high-quality support, we’d love to hear from you!
Responsibilities- Serve as a Tier 2 escalations point handling both basic and complex IT issues
- Troubleshoot and resolve problems related to desktops, applications, servers, networking, virtualization, and domain services
- Provide advanced technical support for Microsoft 365, Active Directory, RDS/Terminal Services, Group Policy, and multifactor authentication
- Support specialized systems such as dental/medical equipment software and hardware (e.g., X-ray sensors, imaging applications)
- Troubleshoot connectivity and networking issues including firewalls, VPNs, VLANs, DNS/DHCP, and wireless infrastructure
- Take ownership of customer issues from intake through resolution, ensuring SLA compliance and customer satisfaction
- Perform root cause analysis to prevent recurring issues and improve overall service delivery
- Escalate unresolved issues appropriately to senior engineers or third-party vendors
- Document solutions clearly to contribute to shared knowledge resources
- Minimum 5 years’ experience in IT support with at least 3 years in a Tier 2 or higher role; MSP experience strongly preferred
- Associate’s degree (or higher) in Computer Science, IT, Systems Engineering, or equivalent professional experience preferred
- Proficiency in Windows OS support, Microsoft 365 administration, Active Directory/AD Sync, and domain/permissions management
- Experience with RMM tools and PSA/ticketing systems
- Strong understanding of networking concepts (TCP/IP, DNS, DHCP, VPNs, VLANs, routing protocols, firewalls, wireless)
- Hands-on experience with virtualization environments, terminal servers, and remote app delivery
- Ability to troubleshoot and support both software and hardware, including vendor-specific and third-party applications
- Excellent communication, documentation, and client service skills
- Proven ability to multi-task, prioritize, and manage workload effectively in a fast-paced environment
- Certifications (Microsoft, Cisco, CompTIA, etc.) are a plus
- Dental IT support experience highly desirable
- Medical, Dental, and Vision Benefits (employee premiums covered at 80-100%)
- Paid time off (plus public holidays)
- Training & Development
- 401(k)
- Life Insurance
- Hybrid work environment offered if local to West Chester, PA, otherwise fully remote
While performing the duties of this job, the employee is regularly required to talk and hear. The employee is also required to sit for long periods of time. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
Please note that we have been made aware of a phishing scam by a fraudulent company impersonating Thinc Forward. Any communication from our team will end in an email address @thincforward.com (not @work-thincforward.com or something similar).
