Technical Support Engineer - IT Solutions

Salary: $70,000 - 85,000 per year Requirements:

• Experience in technical support, IT support, helpdesk, or a similar technical role
• Strong foundational knowledge of:
• - Windows desktop environments
• - Networking basics (TCP/IP concepts)
• - Firewalls, ports, and troubleshooting network issues
• Familiarity with helpdesk/ticketing systems (Zendesk, Jira Service Management, Freshdesk, ServiceNow, etc.)
• Strong problem-solving abilities and aptitude for researching unfamiliar topics
• Excellent communication skills and comfort interacting with customers
• Willingness to work in an office setting and handle phone inquiries as part of daily duties
• Eagerness to cultivate technical skills — curiosity and a drive for knowledge are crucial
• Relevant internships, lab experience, or hands-on projects will be considered

• Manage incoming support calls and address support tickets
• Take ownership of tickets from initial intake through to resolution, ensuring thorough documentation
• Monitor ticket queues and work to maintain timely responses and service level agreements
• Clearly and professionally communicate with both technical and non-technical users
• Troubleshoot Windows desktop and basic network connectivity problems (with provided training)
• Identify issues pertaining to TCP/IP networking, firewall settings, ports, and endpoint configuration
• Assist in resolving email delivery issues, formatting challenges, and issues with sender authentication
• Learn to diagnose issues related to DNS, SMTP, and email security gateways
• Provide support for desktop applications, print drivers, and integration with workflows
• (Optional) Assist with the setup and troubleshooting of copiers/MFPs and scan-to-workflow configurations
• Analyze logs and system messages to help pinpoint root causes of issues
• Escalate unresolved problems to senior engineers, providing clear technical context and steps to reproduce
• Contribute to the creation of internal documentation and troubleshooting manuals
• Help optimize support procedures and processes over time

• Firewall
• Support
• JIRA
• Network
• Security
• ServiceNow
• TCP/IP
• Windows
• Zendesk
• ITIL

More:

At WestFax, we are a stable and expanding company specializing in healthcare communications, looking for a Technical Support Engineer to enhance our in-office team. We provide a clear growth pathway within our organization for individuals eager to deepen their technical expertise in a supportive environment. Our culture values collaboration, mentorship, and a focus on people, ensuring that our employees receive the training and development they need to succeed. In addition to a competitive salary ranging from $70,000 to $85,000 based on experience, we offer comprehensive benefits such as health reimbursement, a 401(k) plan with company matching, paid time off, and continual professional development opportunities.

last updated 34 week of 2026