• Be the face of IT in North America: serve as the primary point of contact for all technology-related needs during US working hours, delivering responsive, high-quality support to end users. • Troubleshoot and resolve a wide range of issues, including application access, license provisioning, SSO and identity management, device management, and day-to-day productivity tooling. • Own the new hire onboarding and offboarding experience for the North America region — ensuring every new team member has a seamless Day 1 and every departure is handled securely and efficiently. • Manage and resolve escalations end-to-end, taking full ownership from diagnosis through resolution and root-cause documentation. • Act as a strategic IT business partner to US-based teams, particularly GTM, Sales, and Marketing, understanding their workflows and proactively improving their technology experience. • Liaison with regional stakeholders to gather feedback, identify pain points, and translate them into actionable IT improvements. • Partner with cross-functional teams on their initiatives, embedding IT perspective into business projects and ensuring technology enables rather than blocks progress. • Identify repetitive tasks and recurring issues, then design and implement automations to eliminate them — leveraging scripting, workflow tools, and AI where appropriate. • Apply a root-cause mindset: don’t just fix the symptom — find and address the underlying problem so it doesn’t recur. • Contribute to IT initiatives and projects across the broader IT team, bringing a builder’s perspective to improve systems, processes, and the overall IT operating model. • Explore and implement AI-powered solutions to enhance IT service delivery, reduce resolution times, and improve the end-user experience. • Support SaaS application management, including license tracking, cost optimization, usage analysis, and vendor coordination. • Manage IT asset inventory for the North America region, ensuring hardware and software are tracked, maintained, and refreshed appropriately. • Contribute to compliance and security initiatives by maintaining accurate records and following established IT policies and controls.

• Lead and mentor a small support team, managing the daily queue to ensure tasks are triaged, prioritized, and completed with high efficiency. • Act as the technical lead on operational infrastructure projects. • Develop long-term roadmaps for office technology upgrades to prevent technical debt. • Coordinate with external vendors and internal stakeholders to ensure projects are delivered on time and within budget. • Serve as the go-to technical authority for our foundational systems, handling complex configurations and high-level escalations. • Document complex system architectures to ensure the broader team can support foundational tools. • Proactively research and implement AI tools to automate internal IT tasks, making support faster and more predictive.

• Effectively and efficiently provide desktop and remote technical support in a timely manner • Effectively install, configure, diagnose, troubleshoot, and repair hardware and related equipment including: PCs, laptops, mobile devices and printers. • Perform hardware/software inventory and software license tracking. • Assist in the training of Fortune staff in the use of PCs and basic network operations. • Ability to follow directions and complete tasks without micro-management • Excellent note taking and organizational skills • Ability to create step by step documentation on procedures and steps for technical tasks

Role Description We are seeking a seasoned Tier 2 IT Support Engineer with strong MSP experience to join our team. The right candidate will have a proven background in providing technical support across diverse client environments, with expertise in troubleshooting desktops, servers, networking, and business-critical applications. This role requires someone who thrives in a fast-paced environment, takes ownership of their work, and consistently applies problem-solving skills to deliver reliable results. As part of our support team, you will serve as an escalation point for incoming tickets, handling both day-to-day and complex technical issues. You will be expected to manage your workload efficiently, maintain accurate documentation, and work collaboratively with peers to ensure SLA commitments and client satisfaction are met. This position is best suited for an engineer who has already built a strong Tier 2 foundation, understands MSP operations, and can confidently support client environments with strong technical expertise and attention to detail. Responsibilities - Serve as a Tier 2 escalations point handling both basic and complex IT issues - Troubleshoot and resolve problems related to desktops, applications, servers, networking, virtualization, and domain services - Provide advanced technical support for Microsoft 365, Active Directory, RDS/Terminal Services, Group Policy, and multifactor authentication - Support specialized systems such as dental/medical equipment software and hardware (e.g., X-ray sensors, imaging applications) - Troubleshoot connectivity and networking issues including firewalls, VPNs, VLANs, DNS/DHCP, and wireless infrastructure - Take ownership of customer issues from intake through resolution, ensuring SLA compliance and customer satisfaction - Perform root cause analysis to prevent recurring issues and improve overall service delivery - Escalate unresolved issues appropriately to senior engineers or third-party vendors - Document solutions clearly to contribute to shared knowledge resources Qualifications - Minimum 5+ years’ experience in IT support with at least 3+ years in a Tier 2 or higher role; MSP experience strongly preferred - Associate’s degree (or higher) in Computer Science, IT, Systems Engineering, or equivalent professional experience preferred - Proficiency in Windows OS support, Microsoft 365 administration, Active Directory/AD Sync, and domain/permissions management - Experience with RMM tools and PSA/ticketing systems - Strong understanding of networking concepts (TCP/IP, DNS, DHCP, VPNs, VLANs, routing protocols, firewalls, wireless) - Hands-on experience with virtualization environments, terminal servers, and remote app delivery - Ability to troubleshoot and support both software and hardware, including vendor-specific and third-party applications - Excellent communication, documentation, and client service skills - Proven ability to multi-task, prioritize, and manage workload effectively in a fast-paced environment - Certifications (Microsoft, Cisco, CompTIA, etc.) are a plus - Dental IT support experience highly desirable Benefits - Medical, Dental, and Vision Benefits (employee premiums covered at 80-100%) - Paid time off (plus public holidays) - Training & Development - 401(k) - Life Insurance - Hybrid work environment offered if local to West Chester, PA, otherwise fully remote Physical Demands While performing the duties of this job, the employee is regularly required to talk and hear. The employee is also required to sit for long periods of time. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. Please note that we have been made aware of a phishing scam by a fraudulent company impersonating Thinc Forward. Any communication from our team will end in an email address @thincforward.com (not @work-thincforward.com or something similar).