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IT Support Engineer - Level 1

Ion Networking
Windham, ME Full Time
POSTED ON 2/12/2025
AVAILABLE BEFORE 5/13/2025

Job Description

Job Description

About Us

Ion Networking is a fast-growing managed IT service provider dedicated to delivering top-tier technology solutions to businesses. We pride ourselves on our commitment to exceptional customer service and cutting-edge IT support. We are also proud to be an Employee Stock Ownership Plan (ESOP) company, which means every team member is also an employee-owner . As an ESOP, our employees directly benefit from the company’s success, fostering a collaborative and rewarding work environment where every individual’s contributions truly matter.

Job Summary

As an IT Support Engineer – Level 1 , you will be the first point of contact for users experiencing technical issues. Your role will focus on troubleshooting, maintaining, and supporting hardware, software, and network systems. You will play a critical role in ensuring smooth IT operations for our clients by responding to service requests, managing system integrity, and assisting in IT projects.

In addition to being part of our MSP team and supporting our full client base, this role will specifically be hiring for a dedicated onsite technician for one of our larger clients two days per week . You will act as the dedicated onsite helpdesk support technician for the site, working closely with end users while having the full backing of our engineering team and support tools.

Key Responsibilities

  • Provide first-line support for hardware, software, and network-related issues.
  • Install, configure, and upgrade hardware and software components.
  • Troubleshoot and repair computers, peripherals, and network devices.
  • Assist with system upgrades, patches, and security software installations.
  • Maintain and update IT documentation, including client environments and configurations.
  • Monitor and support backup operations to ensure data integrity.
  • Collaborate with clients to diagnose and resolve technical issues efficiently.
  • Log all work in a ticketing system to track issue resolution and time management.
  • Escalate unresolved issues to higher-level support when necessary.
  • Perform on-site technical support and installations as required.
  • Establish and maintain strong working relationships with colleagues and clients.

Technical Responsibilities

  • User & Account Management : Support user account setups, resets, and permissions.
  • Security & Protection : Assist with security tools, manage access, and ensure system protection.
  • Remote Management : Utilize IT support tools to provide remote assistance.
  • Backup & Disaster Recovery : Deploy and monitor data protection solutions.
  • Networking & Security : Configure and troubleshoot network devices, assist with firewall setups.
  • Email & Communication Security : Assist in email filtering, troubleshooting, and user management.
  • IT Documentation : Regularly update technical documents and client records.
  • Hardware & Software Support : Install, upgrade, and troubleshoot workstations, servers, and software.

    • Qualifications & Requirements

  • Education : High School Diploma or equivalent required; IT certifications (A , CCNA) are a plus.
  • Experience : 1 years of experience in IT support, network maintenance, or a related field.
  • Technical Skills : Familiarity with Windows operating systems, Office 365, and basic networking.
  • Soft Skills : Exceptional communication, strong problem-solving abilities, and outstanding customer service skills.
  • Interpersonal & Client Relations : Ability to build rapport and maintain strong relationships with clients.
  • Communication Skills : Ability to explain complex technical concepts in a clear and understandable manner to non-technical users.
  • Multitasking Ability : Must efficiently manage multiple tasks and client interactions simultaneously.
  • Teamwork : Strong collaborative skills and ability to work in a dynamic team environment.
  • Physical Requirements : Ability to lift and carry equipment up to 50 pounds, work in server rooms, and travel to client locations as needed.
  • Other Requirements : Valid driver’s license and reliable transportation.

    • Why Join Us?

  • Employee Ownership : As an ESOP, you have a direct stake in the company’s success.
  • Retirement Benefits : 401(k) plans with company contributions.
  • Healthcare Coverage : Comprehensive healthcare plans for employees.
  • Professional Development : Reimbursement for approved certifications and training.
  • Work-Life Balance : Paid vacation and holidays (full schedule provided upon job offer).
  • Career Growth : Opportunities to develop technical skills and advance in the company.
  • Supportive Environment : A dynamic team culture that values collaboration, continuous learning, and innovation.

    • Company Description

    Be an employee-owner in a thriving IT team—grow your career, enjoy top benefits, and make a real impact every day!

    Company Description

    Be an employee-owner in a thriving IT team—grow your career, enjoy top benefits, and make a real impact every day!

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