Thinc Forward

Provide Tier 2 technical support for desktops, servers, networking, and business-critical applications, managing escalations and ensuring SLA compliance. | Minimum 5+ years in IT support, with strong experience in Windows, networking, and troubleshooting, plus MSP environment familiarity preferred. | IT Support Engineer (Tier 2 – Help Desk) Location: Remote (EST Hours) Schedule: Monday–Friday, 9:30 AM – 6:30 PM EST 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. If this sounds like the right fit, and you’re someone clients can trust to deliver dependable, high-quality support, we’d love to hear from you! 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 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 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).

Provide onsite and remote technical support for dental practices, including installation, maintenance, troubleshooting, and staff training. | Minimum of two years IT support experience, familiarity with dental software, networking, and HIPAA compliance, with relevant certifications preferred. | Location: Remote, Local to New York City/Long Island/Central New Jersey The Field IT / Dental Technology Technician provides full-time, onsite technical support for dental practices across New York, Connecticut, and New Jersey. This role is responsible for the installation, maintenance, and troubleshooting of computers, network infrastructure, and dental imaging systems to ensure reliable and efficient clinical operations. The position is entirely field-based, requiring daily travel between client sites. The technician serves as the primary onsite representative of the company, working closely with internal engineering and remote support teams to deliver responsive, high-quality service. The ideal candidate is a well-presented, detail-oriented IT professional with strong technical proficiency, excellent communication skills, and a proven ability to manage client relationships in dynamic environments. Experience in dental or healthcare technology is preferred. Success in this role is defined by consistent, accurate technical execution, clear communication with clients and internal teams, and a commitment to maintaining the company’s reputation for dependable, client-centered technology support. Occasional evening or weekend work may be required for system upgrades or emergency service. Responsibilities Provide pre-scheduled and on-call field support for dental practices across New York City, Long Island, and Northern/Central New Jersey Install, configure, and maintain dental technology systems including digital X-rays, intraoral scanners, cameras, imaging software, and related peripherals Perform onsite and remote troubleshooting of computers, servers, networking equipment, and practice management systems in coordination with remote support teams Diagnose and resolve technical issues promptly to minimize downtime and maintain system reliability Execute system updates, data backups, and preventive maintenance according to company standards Assist with network infrastructure setup, including low-voltage cabling, switch and router installation, rack mounting, patching, and cable labeling Coordinate with vendors and manufacturers for equipment repairs, calibrations, and integrations Ensure all work complies with HIPAA, data security, and confidentiality requirements Support and maintain practice management software such as Dentrix, Eaglesoft, or Open Dental Manage user accounts, permissions, and access controls across multiple locations Monitor and report on system performance, data integrity, and backup status Train dental staff on proper use of IT hardware, imaging software, and best practices for system care and security Maintain detailed and accurate records of installations, service activities, and configurations in company systems Communicate professionally and clearly with practice managers, office staff, and internal teams regarding work performed, timelines, and follow-up actions Collaborate effectively with internal engineering, procurement, and support teams to ensure seamless project and service delivery Maintain appropriate inventory of tools, replacement parts, and consumables, ensuring readiness for field assignments Adhere to all safety and operational procedures when transporting, installing, or disposing of IT and imaging equipment (up to 50 lbs) Support occasional evening or weekend work for scheduled upgrades or emergency service Contribute to process improvement efforts and provide feedback from field operations to management and engineering teams Other duties as needed and assigned Associate’s degree in Information Technology, Computer Science, or related field, or equivalent experience Minimum of two years of IT support or field service experience, preferably in dental, medical, or healthcare environments Hands-on experience installing, configuring, and troubleshooting computers, servers, network equipment, and imaging systems Familiarity with dental imaging and practice management software such as Dentrix, Eaglesoft, Open Dental, or similar platforms preferred Experience with Windows operating systems, LAN/WAN networking, routers, switches Experience with installation of cabling and understanding of cabling standards (Cat5e/6) Understanding of data security, HIPAA compliance, and backup/recovery procedures Strong problem-solving, documentation, and customer service skills with the ability to communicate effectively with non-technical users Valid driver’s license and clean driving record required; company van and fuel will be provided. Candidate must be willing to travel to the company’s headquarters in PA to pick up the van and for periodic maintenance or annual inspections as required Ability to lift and transport IT or imaging equipment (inclusive of racks, boxes of cable, servers, etc.) and work occasionally during evenings or weekends as required Industry certifications such as CompTIA A+, Network+, or equivalent are preferred Health care benefits (medical, dental, and vision) Paid time off (and public holidays) 401(k) retirement plan Life insurance Hybrid or remote work environment

Provide Tier 2 technical support for desktops, servers, networking, and applications, ensuring SLA compliance and customer satisfaction. | Minimum 5+ years in IT support, with strong skills in Windows, networking, and client support; MSP experience preferred. | IT Support Engineer (Tier 2 – Help Desk) Location: Remote (EST Hours) Schedule: Monday–Friday, 9:30 AM – 6:30 PM EST 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. If this sounds like the right fit, and you’re someone clients can trust to deliver dependable, high-quality support, we’d love to hear from you! 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 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 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).