IT Support Engineer

DataServ / xFact provides onsite and remote technical support for internal and external customers, with a hybrid setup in Westlake, OH. This IT Support Engineer role combines hands-on troubleshooting with structured service management, supported by modern Microsoft 365 and identity tooling.

In this position, you will help keep customer technology running smoothly through efficient resolution of hardware, software, network, and access issues, while maintaining clear documentation and strong stakeholder communication. The work includes traveling to the Westlake office and customer locations as needed.

What you’ll do

• Provide onsite and remote technical support for hardware, software, operating systems, and network-related issues.
• Diagnose and resolve end-user technology problems professionally and efficiently.
• Configure, deploy, and support devices including desktops, laptops, mobile devices, printers, and other peripherals.
• Support Microsoft 365, email systems, collaboration tools, and business applications.
• Assist with user account administration, password management, security access, and identity management.
• Troubleshoot wired and wireless connectivity issues.
• Document troubleshooting efforts, solutions, and support procedures.
• Act as a primary technical contact for assigned customers and maintain positive working relationships with customer stakeholders.
• Serve as a liaison between customers and internal technical teams, managing expectations while maintaining professionalism.
• Manage assigned service requests and incident tickets through completion, prioritizing workload based on business needs and service level expectations.
• Escalate issues appropriately when additional expertise or resources are required, while following established support processes and best practices.
• Create and update knowledge base articles and support procedures; maintain accurate customer and internal technical documentation.
• Support inventory management and technology asset tracking, including accurate records of deployments and configurations.
• Travel to the Westlake office and customer locations as needed.
• Perform other duties as required to meet business needs.

What you bring

• Associate degree in Information Technology, Computer Science, or related field, or an equivalent combination of education and experience.
• 2+ years of IT support, help desk, desktop support, or field services experience preferred.
• Strong troubleshooting and problem-solving skills.
• Experience supporting Windows operating systems and Microsoft 365.
• Familiarity with Active Directory, Entra ID (Azure AD), and endpoint management platforms.
• Understanding of networking fundamentals: TCP/IP, DNS, DHCP, VPNs, and wireless networking.
• Strong written and verbal communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Ability to work independently while contributing to a collaborative team.
• Flexibility to travel to the corporate office and customer locations as needed.

Tools you’ll use

• Microsoft 365, email systems, collaboration tools
• Active Directory, Entra ID (Azure AD), endpoint management platforms
• TCP/IP, DNS, DHCP, VPNs, wireless networking

Preferred qualifications

• Experience supporting multiple customer environments or managed IT services.
• Experience with Microsoft Intune or modern device management platforms.
• Familiarity with Google Workspace environments.
• Exposure to cybersecurity tools and best practices.
• Industry certifications such as CompTIA A+, CompTIA Network+, Microsoft Fundamentals Certifications, and ITIL Foundations.