West Chester, Pennsylvania, United States remote Full-time

apply is hiring an IT Support Engineer

About the Role

Apply is looking for an IT Support Engineer to serve as a Tier 2 escalation point, handling a wide range of day-to-day and complex technical issues across diverse client environments. You will troubleshoot desktops, servers, networking, and business-critical applications while ensuring SLA compliance and high client satisfaction.

What You'll Do

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.
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.

What We're Looking For

Minimum 5+ years of experience in IT support.
At least 3+ years in a Tier 2 or higher role.
MSP experience strongly 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.

Nice to Have

Associate’s degree (or higher) in Computer Science, IT, Systems Engineering, or equivalent professional experience.
Certifications (Microsoft, Cisco, CompTIA, etc.).
Dental IT support experience highly desirable.

Technical Stack

Windows OS, Microsoft 365, Active Directory, RDS/Terminal Services, Group Policy, Multifactor Authentication
RMM tools, PSA/ticketing systems
TCP/IP, DNS, DHCP, VPNs, VLANs, Firewalls, Wireless infrastructure
Virtualization environments

Team & Environment

You will be part of the support team, serving as a key escalation point.

Benefits & Compensation

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.

Work Mode

This is a fully remote position.

Required Skills

Windows OSMicrosoft 365Active DirectoryRDS/Terminal ServicesGroup PolicyMultifactor AuthenticationRMM toolsPSA/ticketing systemsTCP/IPDNSIT SupportEndpoint ManagementNetwork TroubleshootingScriptingSecurity Best Practices

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About company

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