On-Site Support Engineer - SF Bay Area

General Description

Reporting to the Director of Engineering and working closely with the Service Desk Manager, the On‑Site Support Engineer I troubleshoots software and hardware problems for our customers, taking full ownership of the issue until it is resolved. This work is done primarily in‑person in the San Francisco Bay Area, with occasional remote support. The role requires solid troubleshooting and problem‑solving skills, excellent customer service and sound judgment.

The On‑Site Support Engineer I coordinates with cross‑functional teams to drive successful project outcomes and delivers first‑class reactive technical services that consistently delight our customers.

• Provide primarily on‑site and occasional remote technical support for hardware, software, and networking issues, ensuring minimal disruption to teaching, learning, and administrative functions.
• Respond promptly to service requests and tickets, troubleshooting issues related to Windows and macOS workstations, printers, projectors, smartboards, Apple TVs, network connectivity, Google Workspace, Microsoft 365, Mobile Device Management tools, VoIP phones, and network‑connected cameras.
• Configure, troubleshoot, deploy, and maintain end‑user devices such as Chromebooks, Apple laptops, iPads, laptops, and printers, including bulk deployment during the summer.
• Create and deactivate user accounts, reset passwords, and manage VoIP systems as needed.
• Maintain an organized, secure inventory of school IT assets and conduct regular system and device health checks.
• Record service requests and keep meticulous time records in the ticketing system.
• Escalate issues to Engineer II when the scope exceeds your understanding or a resolution cannot be completed in 30 minutes.
• Own and resolve assigned tickets to company standards, monitoring customer satisfaction and escalating when necessary.

• Analyze problems, devise effective solutions, and formulate resolution plans.
• Keep clients informed through the ticket at every step, verifying solution effectiveness and ensuring complete documentation.
• Enter time and ticket data throughout each day.
• Follow documented processes accurately and assist in developing new documentation for frequent tasks.
• Maintain open communication with the Service Desk Manager, Director of Engineering, and Director of Project Management.

• Execute customer project work as directed by the Service Desk Manager in collaboration with the Director of Project Management.
• Manage and work closely with third‑party vendors and contractors, occasionally serving as their primary contact.
• Complete project documents, attend pre‑project meetings, post‑project analyses, and reviews.
• Interact with customers on‑site and remotely, coordinating closely for successful delivery.
• Meet or beat planned time for engineering work in each project's quote/scope.
• Keep active records of time spent on each task and travel locally to customer sites as needed, with occasional evenings, weekends, and holidays.

• 2‑3 years in a technical support or IT helpdesk role.
• 2‑3 years troubleshooting Google Workspace, Microsoft 365, and Windows/Mac operating systems.
• 1‑2 years configuring and operating Mobile Device Management systems (Jamf School/Pro, Meraki Systems Manager, Mosyle).
• 1‑2 years supporting cloud‑based phone systems and VoIP devices (specifically Zoom).
• Experience managing third‑party vendors and contractors preferred.
• Experience installing security camera solutions such as Verkada preferred.
• Experience supporting users in educational environments strongly preferred.

• Fluent in technical troubleshooting and problem solving.
• Basic understanding of networking concepts such as IP addressing, DHCP, and Wi‑Fi troubleshooting.
• Familiarity with VoIP by Zoom, security cameras by Verkada, projector mounting, switch cabling, and mass deployment of end‑user devices.
• Strong verbal and written communication with a keen eye for detail.
• Strong listening skills, action‑oriented problem‑solving, and superior organizational skills.
• Initiative to close open loops in service and customer experience.
• Excep…