Support Engineer – Dedicated Client Site

About the Position

Structured Technologies is looking for an experienced Support Engineer to join our team and serve as a dedicated onsite technology resource for one of our growing clients in the Columbus, Ohio area.

This is more than a traditional help desk position. You will become a trusted, onsite extension of both Structured Technologies and our client’s team, providing day-to-day technical support while helping the client scale their operations.

The ideal candidate is technically capable, highly organized, customer-focused, and comfortable working independently in a fast-paced business environment. You will interact directly with end users, troubleshoot a wide variety of technology issues, coordinate with our remote support and engineering teams, and ensure that issues are properly documented and resolved.

You will be expected to build strong relationships with the client's employees and become someone they know they can count on when technology isn't working the way it should.

What You’ll Do

Client & End-User Support

• Serve as the primary onsite point of contact for day-to-day IT support.
• Respond to incoming calls, tickets, emails, and in-person requests in a friendly, professional, and efficient manner.
• Provide exceptional customer service while maintaining a professional presence within the client environment.
• Explain technical issues and solutions in terms that end users can easily understand.
• Build positive working relationships with employees, managers, and client leadership.
• Follow up with users to ensure their issue has been completely resolved and the customer is satisfied.

Technical Support & Troubleshooting

• Diagnose and resolve hardware, software, operating system, printing, networking, and application-related issues.
• Provide support for Windows workstations, Microsoft 365, Active Directory, business applications, antivirus/security tools, VoIP, printers, and network infrastructure.
• Provide support for Apple iPad’s, mobile printers, VPN, and all related software.
• Install, configure, and troubleshoot operating systems, applications, networked and local printers, and other business technology.
• Troubleshoot connectivity, TCP/IP, DNS, DHCP, wireless, switching, and other basic networking issues.
• Assist with the configuration and troubleshooting of client products, services, and infrastructure.
• Provide remote support when appropriate and coordinate with Structured Technologies' remote engineering resources.
• Identify recurring problems and help develop solutions that address the root cause, rather than simply resolving individual symptoms.
• Escalate complex issues to the appropriate Structured Technologies engineer resources when necessary.

Ticket Management & Documentation

• Accurately create, update, and maintain tickets within our service management system.
• Document troubleshooting steps, findings, communications, and resolutions.
• Maintain accurate records of hardware, software, configurations, and other client technology information as required.
• Manage multiple issues simultaneously while prioritizing work based on urgency, business impact, and established service-level expectations.
• Communicate ticket status and important technical information to both the client and Structured Technologies team.

Team & Service Improvement

• Work closely with Structured Technologies' Support, Engineering, Security, and Operations teams.
• Partner with internal support groups to provide consistent and exceptional client experience.
• Participate in projects, technology deployments, upgrades, and other initiatives supporting the client's growth.
• Identify opportunities to improve the client's technology environment and service delivery.
• Drive initiatives that improve the efficiency and effectiveness of the service desk.
• Follow established procedures while remaining flexible as client needs and technology evolve.

How You Will Excel

Customer Service & Communication
You genuinely enjoy helping people and getting results from your work. You can communicate clearly and professionally with both technical and non-technical users and remain patient when technology creates frustration.

Troubleshooting & Problem Solving
You can quickly assess a situation, determine the appropriate course of action, and work methodically toward a solution.

Multitasking & Time Management
You can manage competing priorities, stay organized, and keep your commitments in a busy environment where every day brings something different.

Independence & Accountability
You are comfortable working independently at a client location while knowing when to reach back to the Structured Technologies team for assistance or escalation.

Love of Learning
Technology never stands still. You are curious, willing to learn, and interested in expanding your technical knowledge.

Adaptability
You can follow established processes while adapting to new technologies, procedures, priorities, and business requirements.

Teamwork
Although you will spend much of your time onsite at the clients, you are an important member of the larger Structured Technologies team. You communicate effectively, share knowledge, and work together to achieve the best possible outcome for the client.

Your Skills & Experience

The successful candidate will have:

• Minimum 3 years of experience working for a Managed Service Provider (MSP) as a Support Engineer or similar technical support role.

Strong technical aptitude and experience troubleshooting:

• Windows operating systems
• Apple Business Applications and Equipment
• Microsoft 365
• Active Directory
• Business applications
• Antivirus and endpoint security tools
• VoIP systems
• Printers and peripherals
• Firewalls and switches
• Wireless networks
• Basic network infrastructure

Experience providing technical support directly to end users both in person and remotely.

Experience resolving application, operating system, hardware, printing, and network issues.

Working knowledge of LAN technologies, including:

• TCP/IP
• DNS and DHCP
• File and printer sharing
• Network cabling
• Switching
• Wireless networking
• Basic firewall configuration
• Strong understanding of fundamental networking concepts.
• Strong analytical and research skills with the ability to investigate problems and develop appropriate recommendations.
• Excellent written and verbal communication skills.
• Strong customer service skills and a history of exceeding customer expectations.
• Ability to organize, multitask, prioritize, and manage competing demands.
• Ability to work effectively both independently and as part of a technical team.
• Professional appearance and demeanor appropriate for working directly with client employees and leadership.

Education

• Associate Degree in Information Technology, Computer Science.
• Equivalent technical education and experience may be considered based on the candidate's overall qualifications.

What We’re Looking For

We're looking for someone who doesn't simply close tickets, they resolve them.

We want a trusted technology engineer who takes ownership, communicates well, follows through, and understands that the customer experience is just as important as the technical solution.

You should be comfortable walking into an employee's office, listening to their problem, troubleshooting it, explaining the solution, documenting your work, and knowing when to bring in additional resources.

Most importantly, you should take pride in being the person people can count on.

Schedule

• Monday – Friday
• Full-time
• Onsite at the client's Plain City, and Hilliard, Ohio area
• Occasional after-hours support may be required
• On-call responsibilities may be required
• Rotating weekend or weekend support may be required based on client needs

Experience Requirements

• Managed Service Provider (MSP): 3 years minimum
• IT Support: 5 years preferred
• Windows: 5 years preferred

Equal Opportunity Employer

Structured Technologies is an equal opportunity employer. We believe prosperity is driven by the diversity of our employees. We celebrate authenticity and provide a safe and inclusive environment for all.

Most importantly, we look forward to reviewing your resume and learning more about you and what you can bring to our team.

Pay: From $20.00 per hour

Expected hours: 40.0 per week

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person