Knowing Technologies
On-Site Support Engineer II
Knowing Technologies, Redwood City, California, United States, 94061
General Description
Reporting to the Director of Engineering and working closely with the Service Desk Manager and assigned schools' Technical Account Manager(s), the On-Site Support Engineer II role delivers responsive, relationship-driven technical support at assigned school sites. This role is responsible for solving a broad range of IT issues and proactively managing devices and infrastructure to ensure the smooth operation of school technology.
This engineer will begin each new on-site engagement by spending a full month embedded at the school alongside a Support Engineer I. After the initial ramp-up, the engineer in this role will continue to visit the school once every other week to provide oversight, guidance, and high-level support, ensuring a consistent and high-quality technology experience for students, faculty, and staff. When not scheduled to be on-site, the engineer will solve support requests for their on-site schools or other customers remotely, or they may be assigned for project work at customer sites around the San Francisco Bay Area. The ideal candidate combines technical expertise with excellent interpersonal skills and thrives in a school environment.
Responsibilities:
Own & Resolve Tickets
Respond to and resolve a wide range of hardware, software, and infrastructure tickets at assigned schools or remotely when needed Provide expert troubleshooting for classroom technologies (projectors, AV systems, interactive whiteboards, etc.) Resolve device issues (laptops, tablets, printers, phones) and escalate to vendors or third-party repair services when necessary Address connectivity issues, including network outages, Wi-Fi disruptions, and device sync failures Configure, support, and manage applications such as Google Workspace, Microsoft Office, and MDM platforms (e.g., Mosyle, Jamf, Meraki) Maintain and support printers and copiers, including supply replacement, error resolution, and service call coordination Lead On-Site Support & Oversight
Provide support, mentorship, and guidance to the Support Engineer I assigned to the school site Build trusted relationships with school staff and develop deep knowledge of site-specific systems and needs Proactively monitor and maintain key technology systems, performing preventative checks and lifecycle planning Ensure smooth operation of AV systems for events, meetings, and instructional use Identify and propose process improvements to elevate support consistency across on-site engagements Collaborate closely with school's Technical Account Manager to help plan projects and initiatives
Device, Account & System Management
Manage device deployment, updates, and lifecycle tracking (including imaging, OS updates, identity and asset management) Maintain student and staff rosters, shared accounts, and user group configurations Manage and support school communication platforms, including email systems and VoIP/phone systems Prepare and issue loaner equipment; coordinate device collection as needed Document & Communicate
Document work thoroughly in ConnectWise: clearly communicate steps taken, solutions implemented, and follow-up needed Track time accurately and in real time for all support activities Keep an open line of communication with the Service Desk Manager and Director of Engineering Ensure customers are kept informed throughout the resolution process, and verify resolution effectiveness
Qualifications:
Experience
3+ years of IT support experience, preferably in an education or customer-facing environment 3+ years of experience with MDM tools (Mosyle, Jamf, Meraki), cloud platforms (Google Workspace, Microsoft 365), and end-user device management 2+ years of experience supporting and diagnosing networks (LAN / WAN / VPN) and enterprise wireless management systems (Meraki, Ubiquiti, HP) Experience coordinating third-party repairs or services Experience supporting classroom technologies and troubleshooting AV systems preferred Experience managing or mentoring junior technical staff preferred
Abilities and Attributes
Strong technical troubleshooting and problem-solving skills across a wide range of hardware, software, and infrastructure Personable and approachable, with excellent interpersonal skills and a service-oriented mindset Able to escalate advanced issues effectively Comfortable operating semi-independently in dynamic, mission-driven school environments Clear, consistent communicator with strong documentation and follow-up practices Organized and adaptable, with the ability to manage shifting priorities and multiple on-site assignments Able to travel locally within the San Francisco Bay Area multiple times a week and lift up to 50 pounds as needed Certifications
CompTIA A+ or Network+ Jamf, Mosyle, or Meraki certifications Google IT Support or Apple Certified Mac Technician Classification and Compensation
Reports to Director of Engineering Exempt, full-time Salary Range: $76,800 - $115,200 per year plus bonus and benefits* 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):
This role involves being on-site at a school and partnering with a junior technician. How would you approach building a good working relationship with the on-site Support Engineer I? How would you help them grow and maintain a high standard of service?
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, 401K 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 II" in the subject line.
Reporting to the Director of Engineering and working closely with the Service Desk Manager and assigned schools' Technical Account Manager(s), the On-Site Support Engineer II role delivers responsive, relationship-driven technical support at assigned school sites. This role is responsible for solving a broad range of IT issues and proactively managing devices and infrastructure to ensure the smooth operation of school technology.
This engineer will begin each new on-site engagement by spending a full month embedded at the school alongside a Support Engineer I. After the initial ramp-up, the engineer in this role will continue to visit the school once every other week to provide oversight, guidance, and high-level support, ensuring a consistent and high-quality technology experience for students, faculty, and staff. When not scheduled to be on-site, the engineer will solve support requests for their on-site schools or other customers remotely, or they may be assigned for project work at customer sites around the San Francisco Bay Area. The ideal candidate combines technical expertise with excellent interpersonal skills and thrives in a school environment.
Responsibilities:
Own & Resolve Tickets
Respond to and resolve a wide range of hardware, software, and infrastructure tickets at assigned schools or remotely when needed Provide expert troubleshooting for classroom technologies (projectors, AV systems, interactive whiteboards, etc.) Resolve device issues (laptops, tablets, printers, phones) and escalate to vendors or third-party repair services when necessary Address connectivity issues, including network outages, Wi-Fi disruptions, and device sync failures Configure, support, and manage applications such as Google Workspace, Microsoft Office, and MDM platforms (e.g., Mosyle, Jamf, Meraki) Maintain and support printers and copiers, including supply replacement, error resolution, and service call coordination Lead On-Site Support & Oversight
Provide support, mentorship, and guidance to the Support Engineer I assigned to the school site Build trusted relationships with school staff and develop deep knowledge of site-specific systems and needs Proactively monitor and maintain key technology systems, performing preventative checks and lifecycle planning Ensure smooth operation of AV systems for events, meetings, and instructional use Identify and propose process improvements to elevate support consistency across on-site engagements Collaborate closely with school's Technical Account Manager to help plan projects and initiatives
Device, Account & System Management
Manage device deployment, updates, and lifecycle tracking (including imaging, OS updates, identity and asset management) Maintain student and staff rosters, shared accounts, and user group configurations Manage and support school communication platforms, including email systems and VoIP/phone systems Prepare and issue loaner equipment; coordinate device collection as needed Document & Communicate
Document work thoroughly in ConnectWise: clearly communicate steps taken, solutions implemented, and follow-up needed Track time accurately and in real time for all support activities Keep an open line of communication with the Service Desk Manager and Director of Engineering Ensure customers are kept informed throughout the resolution process, and verify resolution effectiveness
Qualifications:
Experience
3+ years of IT support experience, preferably in an education or customer-facing environment 3+ years of experience with MDM tools (Mosyle, Jamf, Meraki), cloud platforms (Google Workspace, Microsoft 365), and end-user device management 2+ years of experience supporting and diagnosing networks (LAN / WAN / VPN) and enterprise wireless management systems (Meraki, Ubiquiti, HP) Experience coordinating third-party repairs or services Experience supporting classroom technologies and troubleshooting AV systems preferred Experience managing or mentoring junior technical staff preferred
Abilities and Attributes
Strong technical troubleshooting and problem-solving skills across a wide range of hardware, software, and infrastructure Personable and approachable, with excellent interpersonal skills and a service-oriented mindset Able to escalate advanced issues effectively Comfortable operating semi-independently in dynamic, mission-driven school environments Clear, consistent communicator with strong documentation and follow-up practices Organized and adaptable, with the ability to manage shifting priorities and multiple on-site assignments Able to travel locally within the San Francisco Bay Area multiple times a week and lift up to 50 pounds as needed Certifications
CompTIA A+ or Network+ Jamf, Mosyle, or Meraki certifications Google IT Support or Apple Certified Mac Technician Classification and Compensation
Reports to Director of Engineering Exempt, full-time Salary Range: $76,800 - $115,200 per year plus bonus and benefits* 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):
This role involves being on-site at a school and partnering with a junior technician. How would you approach building a good working relationship with the on-site Support Engineer I? How would you help them grow and maintain a high standard of service?
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, 401K 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 II" in the subject line.