Support Engineer

Position Summary

The Support Engineer is a hands-on technologist and problem solver responsible for delivering high-quality technical support to The Goddard School franchise network and Goddard Systems (GSL) corporate employees.

Responsibilities

• Serve as a primary point of contact for IT support requests from Goddard School franchisees, school directors, school staff, and GSL corporate employees.

• Own incidents and service requests end-to-end in the ITSM platform (Freshservice): triage, diagnose, resolve, document, and close with clear, professional ticket notes and closure summaries.

• Understand the operational context of the franchise schools (enrollment, billing, workflows) well enough to prioritize issues by business impact, not just technical severity.

• Provide timely, structured updates to requesters using consistent communication pattern (what we know/next step/next update).

• Deliver support across multiple channels – phone, email, Service Portal – with a consistently customer-first tone.

• Troubleshoot and resolve issues across GSL’s core technology platforms, including: Identity & Access, Productivity, Endpoints, and Franchise Applications.

• Coordinate effectively with Engineering, Infrastructure, Security, and vendor teams when issues exceed Service Delivery scope, maintaining clean handoffs and follow-through to closure.

• Contribute to the team’s knowledge base by authoring and maintaining high-quality KB articles, runbooks, and job aids that improve consistency and reduce repeat tickets.

• Identify recurring issue patterns and propose practical process or automation improvements.

• Maintain accurate categorization, prioritization, and documentation standards to support reliable KPI reporting (FCR, SLA, CSAT).

• Participate in Priority 1 and Priority 2 incident response with a defined role (triage, communication, documentation, or coordination), executing assigned actions with clarity and calm under pressure.

• Handle high-visibility and executive support requests with appropriate urgency, professionalism, and follow-through.

• Collaborate closely with Service Delivery Lead and peer Support Engineers as one team – sharing knowledge, covering for one another, and reinforcing a consistent customer experience.

• Build positive working relationships with franchisees, school staff, and corporate colleagues across all levels of the organization.

Experience & Competencies

• Minimum Requirements: 3-5 years in an IT service desk, technical support, or customer-facing IT role; hands-on experience supporting Microsoft 365, Windows endpoints, and identity/MFA workflows; demonstrated ability to troubleshoot independently using documentation, logs, and structured problem-solving; strong written and verbal communication skills; ability to explain technical concepts in plain language to non-technical users; comfort working in a ticketing/ITSM system (Freshservice, ServiceNow, Jira Service Management, or similar) with a strong sense of documentation discipline; ability to prioritize and manage a queue of concurrent requests in a fast-paced environment.

• Highly Desired: Bachelor’s degree in Computer Science or related field is preferred; experience in a customer service or customer support role outside of IT; familiarity with ITIL concepts (incident, request, problem, change); exposure to franchise, multi-site, or distributed-user support environments; customer-first Mindset; Problem-Solving Orientation; Communication & Relationship building; Flexibility & Dependability.