Technical Support Engineer

Location: United States; support is provided remotely and on-site for 70+ users based in Malvern, Pennsylvania.

Salary: Contract, $30.00 hourly

Company

hirify.global is recruiting for a technical support role serving Keeler, Inc. as part of a global IT helpdesk.

What you will do

• Provide first-, second-, and third-line technical support for hardware, software, VPN, network, application, access, and service-request issues.
• Configure and troubleshoot LAN/WAN connectivity for office-based and remote users, and support on-premises infrastructure incidents.
• Administer Windows Server, user accounts, Active Directory, Microsoft 365, endpoint devices, hardware inventories, and software patches.
• Support monitoring, performance improvement, SQL Server, Epicor ERP, VMware data center operations, scripting, automation, and systems documentation.
• Support onboarding and offboarding, device deployments, system rollouts, upgrades, migrations, site changes, testing, and go-live activities.
• Create knowledge articles, train end users, coordinate escalations and suppliers, and strengthen IT security practices.

Requirements

• Associate or bachelor's degree, or an IT certification completed or nearing completion; equivalent relevant experience or a combination of education and experience is accepted.
• At least three years of experience in IT support, service desk, or desktop support.
• Strong customer service, analytical, problem-solving, communication, organizational, interpersonal, negotiation, reasoning, and teamwork skills.
• Working knowledge of Windows operating systems and Microsoft 365.
• Experience using IT service management or helpdesk systems.
• Thorough understanding of LAN/WAN technologies and network administration, connectivity, and maintenance.
• Proactive, ethical, results-oriented approach with ownership, responsibility, adaptability, creativity, and commitment to continuous technical development.

Nice to have

• Knowledge of client/server architectures and database management.
• Understanding of ITIL or structured service management practices.
• Experience with hardware and software inventory management.
• Experience in a global or multi-site environment.
• Exposure to endpoint management tools such as Intune.

Culture & Benefits

• Work independently with guidance from a UK-based IT team while collaborating domestically and internationally.
• Support a growing business and contribute to technology choices, standardized processes, and continual improvement.
• Work includes both remote and on-site support for users in Malvern, Pennsylvania.
• Opportunity to develop technical skills across infrastructure, applications, networking, security, and IT projects.