Knowing Technologies
On-Site Support Engineer I - SF Bay Area
Knowing Technologies, Redwood City, California, United States, 94061
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. On‑Site and Remote Support
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. Document & Share
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. Implement Projects
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. Qualifications
Experience
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 (JamfSchool/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. Abilities and Attributes
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. Exceptional record of accounting for actions, results, SLAs, and time in tickets. Ability to travel multiple days a week by car or other reliable transportation to customer sites in the San Francisco Bay Area. Able to lift equipment weighing up to 25 pounds. Certifications
CompTIA A+ (preferred) CompTIA Network+ (preferred) Classification and Compensation
Reports to Director of Engineering Hourly, full‑time Salary Range: $67,238–$100,858 per year* How To Apply
Please submit your resume, and in lieu of a cover letter, compose an answer to the following question (limit your response to no more than one page): You’re on‑site at a school when a teacher urgently asks for help because their projector won’t display anything right before class starts. You have another high‑priority ticket you were just about to work on, and you’ve never worked with this specific projector model before. Walk us through exactly what you would do from the moment the teacher stops you until the problem is resolved or handed off. No direct emails or phone calls please. *Assumes Redwood City market. Geographic differentials will be applied to candidates residing in markets outside of KT’s headquarters location. Paid time off, 401(k) match, full medical insurance, commuter benefits, remote work arrangements, and other benefits and perks are part of this role. KT is an equal‑opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. KT will only consider candidates with existing authorization to work in the USA. No sponsorship will be considered. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to careers@knowingtechnologies.com. Include “Last Name, First name: Support Engineer I” in the subject line.
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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. On‑Site and Remote Support
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. Document & Share
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. Implement Projects
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. Qualifications
Experience
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 (JamfSchool/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. Abilities and Attributes
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. Exceptional record of accounting for actions, results, SLAs, and time in tickets. Ability to travel multiple days a week by car or other reliable transportation to customer sites in the San Francisco Bay Area. Able to lift equipment weighing up to 25 pounds. Certifications
CompTIA A+ (preferred) CompTIA Network+ (preferred) Classification and Compensation
Reports to Director of Engineering Hourly, full‑time Salary Range: $67,238–$100,858 per year* How To Apply
Please submit your resume, and in lieu of a cover letter, compose an answer to the following question (limit your response to no more than one page): You’re on‑site at a school when a teacher urgently asks for help because their projector won’t display anything right before class starts. You have another high‑priority ticket you were just about to work on, and you’ve never worked with this specific projector model before. Walk us through exactly what you would do from the moment the teacher stops you until the problem is resolved or handed off. No direct emails or phone calls please. *Assumes Redwood City market. Geographic differentials will be applied to candidates residing in markets outside of KT’s headquarters location. Paid time off, 401(k) match, full medical insurance, commuter benefits, remote work arrangements, and other benefits and perks are part of this role. KT is an equal‑opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. KT will only consider candidates with existing authorization to work in the USA. No sponsorship will be considered. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to careers@knowingtechnologies.com. Include “Last Name, First name: Support Engineer I” in the subject line.
#J-18808-Ljbffr