Level 2 Support Engineer

All Inc.

Denver, CO, United States

3 months ago

Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Experience level

Experienced

Experience required

2 years minimum

Compensation

$52,000.0 - $66,560.0

Working hours

Regular working hours

Job source

indeed.com

Tech stack

Microsoft Word Microsoft Excel Active Directory Ad Management Microsoft Outlook Computer Networks Issue Tracking Systems Networking Hardware Office Suite Software Engineering Wireless Networks Wireless Devices

+3 more

Firewalls (Computer Science) Computer Equipment Network Server

Job description

Our Verticomm team is expanding, and we are currently seeking a talented Level 2 Engineer to work in a collaborative team environment assisting our clients with their technical support needs.

www.verticomm.com

The Level 2 Engineer is responsible for remote and onsite service and support for our IT clients. This relates to all technology, including Desktop/Laptop workstations, servers, firewalls, switches, network printers, wireless network elements and vendor specific hardware/software., * Responsible for producing high quality work during normal business hours.

Responsible to report all work completed in our ticketing system in real time.
Responsible for following all documentation, policies, process and procedures as laid out by the Department head.
Responsible to resolve all escalated tickets and perform a knowledge transfer to Level 1 technicians as time permits.
Responsible for creating KB’s articles in our ticketing system and IT Glue repository.
Responsible to meet Key performance measurements around SLA.
Responsible to go to Client locations when necessary to resolve end user issues or do maintenance on Network equipment., * Abilities to effectively execute standard requests for Support tickets relating to Desktop/Laptop hardware, software related as they are escalated.

Requirements

Do you have experience in Writing skills?, * Ability to perform advanced troubleshooting of hardware and software issues triage incidents appropriately providing resolution.

Ability to perform advanced troubleshooting for clients end user server/application systems.
Ability to perform advanced network functionality tests to isolate local system issues or a wider network issue.

Knowledge/Skills

Excellent written and oral communication skills.
Excellent troubleshooting skills.
Ability to identify. Manage tactical priorities.
Ability to decipher ticket urgency and set priorities to meet client needs based on SLA
Assist in process and procedure improvements.
Advanced knowledge of Windows Operating Systems, WIN 10 and Win 11
Advanced knowledge of Office suites products with primary focus on Outlook 365, Excel and Word
Advanced knowledge of Network Firewalls, Switching, and Wireless hardware.
Advanced knowledge of Active Directory, AD management tools
Ability to utilize