IT Support Engineer - Level 1

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 contribution 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. 

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.