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Knowing Technologies · 22 hours ago

On-Site Support Engineer I - SF Bay Area

Redwood City, California, United States

Full-time

Onsite

Entry Level

$67K/yr - $101K/yr

2+ years exp

Knowing Technologies is seeking an On-Site Support Engineer I to troubleshoot software and hardware problems for customers. The role involves providing primarily on-site technical support, ensuring minimal disruption to educational functions, and coordinating with cross-functional teams to deliver high-quality managed services.

EducationInformation ServicesInformation TechnologyProfessional Services

Growth Opportunities

No H1B

Responsibilities

Provide primarily on-site and occasional remote technical support for hardware, software, and networking issues, ensuring minimal disruption to teaching, learning, and administrative functions

Respond promptly to service requests and tickets, proficiently solving requests and troubleshooting issues related to:

Windows and macOS workstations

Printers, projectors, and classroom technology such as smartboards and Apple TVs

Network connectivity on end user devices

Administrative software platforms such as Google Workspace and Microsoft 365

Mobile Device Management tools such as Mosyle

VoIP telephones and network connected cameras

Configure, troubleshoot, and manage repair of end user devices such as Chromebooks and Apple laptops as needed

Deploy, set up, and maintain devices and equipment for end users such as laptops, iPads, or printers, including bulk deployment during the summer

Create and deactivate end user accounts in various systems, as well as reset passwords if requested

Configure and troubleshoot phones and VoIP systems as needed

Maintain an organized and secure inventory of school IT assets

Conduct regular system and device health checks while on-site to proactively identify and address potential issues

Promptly record service requests in company’s ticketing system when a request was made verbally

Escalate issues to Engineer II for further resolution in cases where a problem's scope is greater than your understanding or when you are unable to solve or document the solution path within 30 minutes of attempt

Own and resolve assigned tickets to company standards; monitor customer satisfaction, escalating when the resolution did not create a superior customer experience

Own everything that happens to an assigned ticket until issue is resolved, escalated or transferred

Keep meticulous time records in company’s ConnectWise ticketing system on all work completed

Analyze problems, devise effective solutions, and formulate resolution plan

Keep clients informed through the ticket at every step along the way: what has been done, what are the results, what are the next steps

Verify that the solution is still working, and no further intervention is needed, if warranted

Ensure tickets are documented completely to facilitate clarity for problem discovery

Enter time and ticket data throughout each day as work is completed

Follow documented processes accurately and assist in developing new documentation for frequent tasks

Keep an open line of communication with the Service Desk Manager, Director of Engineering, and Director of Project Management

Execute customer project work as directed by the Service Desk Manager in collaboration with the Director of Project Management

Manage and work closely with third party vendors and contractors, occasionally serving as their primary contact

Complete project documents as specified by the project manager

Attend pre-project meetings and post-project analyses and reviews as needed

Interact with customers on-site and remotely, planning and coordinating with them closely for successful project delivery

Meet or beat planned time for engineering work in each project's quote/scope

Keep active and contemporaneous records of time spent on each task, from preparation through completion

Travel locally to customer sites as needed and work some evenings, weekends, and holidays occasionally for minimal customer disruption

Qualification

Technical support experienceTroubleshooting IT solutionsMobile Device ManagementVoIP systems configurationNetworking conceptsGoogle WorkspaceMicrosoft 365Customer service skillsCompTIA A+ certificationCompTIA Network+ certificationCommunication skillsProblem-solving skillsAttention to detailInitiativeTime management

Required

2-3 years' experience in a technical support or IT helpdesk role

2-3 years' experience troubleshooting various IT solutions such as Google Workspace, Microsoft 365, and Windows/Mac operating systems

1-2 years' experience with configuration and operation of Mobile Device Management systems (Jamf School/Pro, Meraki Systems Manager, Mosyle)

1-2 years' experience configuring, supporting and maintaining cloud-based phone systems and VoIP devices (specifically Zoom)

Fluent in technical troubleshooting and problem solving

Basic understanding of networking concepts such as IP addressing, DHCP, and Wi-Fi troubleshooting

Familiarity and experience with VoIP by Zoom; security cameras by Verkada; projector mounting and configuration; switch cabling and cable troubleshooting; mass deployment of end user devices

Strong verbal and written communicator, with a keen eye for detail and a commitment to high-quality work

Strong listening skills with curiosity to ask questions; action-oriented problem-solver able to deliver in a fast-paced environment using superior organizational skills to manage up and laterally, juggle changing priorities and drive toward deadlines

Takes initiative to appropriately close open loops in service, skills, customer experience

Exceptional record of accounting for actions, results, SLAs and time in tickets

Ability to travel multiple days a week by car or other reliable transportation to customer sites in the San Francisco Bay Area

Able to lift equipment weighing up to 25 pounds