IT Hardware Support & Network Engineer

We are seeking a versatile L1/L2 Support Engineer who thrives in a mixed-environment role. This position is perfect for someone who enjoys the analytical challenge of remote support but also values the tangible results of on-site work. You will be the first point of contact for our clients, resolving a wide range of technical issues both from our service desk and directly at client locations. Your ability to communicate clearly, manage your time effectively, and provide white-glove customer service is key to success in this role. Key Responsibilities1. Remote & Help Desk Support (L1/L2): Serve as the first point of contact for client inquiries via phone, email, and chat. Perform initial troubleshooting and diagnosis for hardware, software, and network-related issues. Provide Level 1 and Level 2 technical support, escalating complex issues to senior engineers when necessary. Manage and track support tickets using our PSA tool ([e.g., ConnectWise, Autotask, Jira Service Desk]), ensuring timely resolution and adherence to SLAs. Perform user account management (create, disable, reset passwords) in Active Directory and Microsoft 365. Assist with basic network troubleshooting (connectivity, Wi-Fi, printer issues). Install, configure, and troubleshoot end-user software and applications. 2. On-Site Field Visits & Hands-On Support: Travel to client sites to resolve issues that cannot be handled remotely (e.g., hardware deployment, server maintenance, network infrastructure work). Perform hardware installation, maintenance, and repair (workstations, servers, printers, networking gear). Conduct scheduled health checks and proactive maintenance visits for key clients. Assist with office moves, expansions, and new user setups (imaging PCs, configuring desks, cable management). Provide face-to-face, high-touch customer service, building strong rapport with our clients. 3. Documentation & Continuous Improvement: Document troubleshooting steps and resolutions accurately in the knowledge base. Maintain up-to-date documentation of client site configurations and network diagrams. *- Identify opportunities for improving client systems and processes and communicate them to the team.