Position Summary The Support Engineer is responsible for managing and operating the systems environments that support ONLC Training Centers operations and IT training classes. This includes the physical computer systems support operations and classroom hardware, the cloud-hosted virtual lab infrastructure, the Windows/Linux images deployed to student machines, and the automation used to provision and maintain them. The position combines hands-on systems administration with lab support for instructors and students and light software development. The successful candidate will ensure that every scheduled class begins with a fully functional lab, will work directly with instructors to prepare course-specific environments, will contribute automation and process improvements that increase the reliability and repeatability of lab builds and support the systems used by employees in our operations. The position suits a candidate with solid technical fundamentals, strong problem-solving ability, and a demonstrated interest in building expertise across hardware, cloud infrastructure, and automation. It offers significant ownership and room to shape how the lab environment operates. Key Responsibilities Lab Environment Management (30%) Manage and maintain classroom lab environments across all training locations, including physical workstations, network connectivity, and peripherals. Provision, configure, and decommission cloud-based virtual lab environments to meet class schedules and enrollment. Monitor lab health and capacity; identify and remediate issues in advance of scheduled classes. Maintain accurate inventory and configuration records for all lab hardware and cloud resources. Track and control cloud consumption to ensure environments are sized appropriately and shut down when not in use. Image Development and Maintenance (25%) Build, test, and deploy Windows/Linux images for individual courses in coordination with instructors and courseware staff. Install and configure course-required software with help of Instructors Maintain the existing image catalog, applying updates as software versions and course content change. Document image contents, build procedures, and known issues. Customer and Instructor Support (20%) Serve as the primary point of contact for lab-related issues during class hours, providing timely resolution for students and instructors. Communicate clearly and professionally with non-technical audiences, including customers, in time-sensitive situations. Escalate appropriately and follow issues through to resolution. Identify recurring problems and implement permanent corrective action. Automation and Software Maintenance (15%) Maintain and enhance the internal software and scripts used to deploy, configure, and manage lab environments. Develop automation to reduce manual effort in provisioning, imaging, monitoring, and reporting. Follow established development practices, including version control, code review, testing, and documentation. Recommend and pilot improvements to lab tooling and processes. Support ONLC Business Operations (10%) Support ONLC Associates with hardware and software issues. Recommend improvements of systems or hardware. Required Qualifications Working knowledge of Windows desktop operating systems, including installation, configuration, and troubleshooting. Understanding of core networking concepts, including IP addressing, DHCP, and DNS. Demonstrated scripting ability in at least one language, such as PowerShell, Python, or Bash. Strong analytical and troubleshooting skills, with the ability to diagnose problems methodically and independently. Excellent customer service skills, including patience, professionalism, and clear verbal and written communication. Demonstrated willingness to learn new technologies and take ownership of unfamiliar problems. Availability during scheduled class hours to support live training delivery. Ability to lift and transport computer equipment up to 40 pounds and to perform hands-on hardware work in classroom and server environments. Preferred Qualifications The following are not required. Candidates who meet the required qualifications and demonstrate strong learning ability will be trained in these areas. Experience with Windows deployment and imaging technologies (PXE/network boot, WinPE, DISM, unattended installation). Exposure to cloud platforms, particularly Microsoft Azure, including virtual machine and virtual desktop services. Familiarity with virtualization platforms Experience with Git and continuous integration workflows. Exposure to infrastructure-as-code or automated image-build tooling (Packer, Ansible, Terraform). Working knowledge of Active Directory and Group Policy. Basic SQL and reporting skills. Relevant certifications, coursework, degree, or documented personal projects and home lab experience. Technical Environment Windows 10/11 imaging and deployment pipelines; PXE and bare-metal provisioning; classroom management software; Microsoft Azure virtual desktop infrastructure; automated image builds; Git-based development workflows; PowerShell and Python. Growth and Development This position offers exposure to the full technology stack — physical hardware, operating system deployment, networking, cloud infrastructure, and application code — within a single role. Employees have access to ONLC Training Centers's full course catalog and instructor staff for ongoing professional development and certification preparation.

Pay:

$70,000.00 - $74,000.00 per year

Benefits:

401(k) Dental insurance Health insurance Health savings account Life insurance Paid time off Vision insurance

Work Location:

Hybrid remote in Wilmington, DE 19809