Level II Support Engineer -IT

We are seeking a skilled IT professional to join our team and provide technical support to clients. The ideal candidate will troubleshoot hardware, software, and network issues, ensuring timely resolution and excellent customer service. This role requires strong problem-solving skills, technical expertise, and the ability to communicate effectively with both technical and non-technical users. Our selection process features a technical written assessment and a simulated lab environment to evaluate candidate troubleshooting and engineering competencies, * Resolve client requests and technical issues via phone, email, or remote and on-site visits.

• Diagnose and resolve hardware, software, and network problems.
• Install, configure, and maintain operating systems, applications, and peripheral devices.
• Perform routine system maintenance and updates.
• Document issues, resolutions, and maintain accurate service records.
• Escalate complex problems to senior technicians or engineers when necessary.
• Provide guidance and training to end-users on best practices and system usage.
• Ensure compliance with company security policies and data protection standards.

• Excellent communication and customer service skills.
• 3+ years of experience in IT support serving multiple customers.
• System Administration: Advanced proficiency in configuring, maintaining, and repairing Windows and macOS environments..
• Networking Knowledge: Deep understanding of TCP/IP, DNS, DHCP, VPNs, and LAN/WAN connectivity.
• Cybersecurity: Experience managing and deploying endpoint detection and response (EDR) solutions, antivirus software, and basic spam filtering and email security
• Enterprise Platforms: Experience managing and troubleshooting Microsoft 365, Google Workspace, and Active Directory (including GPOs and user provisioning).
• Network Firewall experience (FortiGate, SonicWALL, Cisco, Juniper, etc.).
• Cloud & Infrastructure: Experience managing Microsoft 365 services (Exchange Online, SharePoint, Teams) and basic administration of virtualization platforms (VMware, Hyper-V)
• Identity & Access Management: Deep understanding of Active Directory (AD), Group Policy Objects (GPOs), and Microsoft Entra ID (formerly Azure AD) for managing user permissions and access control
• Hardware & Software Support: Break/fix diagnostics, imaging new devices, and resolving software conflicts or bugs
• Root-Cause Analysis: The ability to move beyond symptom-based fixes to identify and address the underlying cause of recurring technical issues.
• Client Management & Empathy: Managing customer expectations, de-escalating frustration, and maintaining a high level of customer satisfaction during critical incidents
• Client Communication: Translating complex technical jargon into understandable language for non-technical clients while maintaining a high level of empathy
• IT Service Management (ITSM): Fluency in ticketing systems like Connectwise, Halo, or Autotask
• Remote Management & Monitoring (RMM): Ability to deploy software, monitor system health, and perform remote troubleshooting using tools like Ninja or Datto
• Documentation: Maintaining accurate, up-to-date client documentation and contributing to internal knowledge base articles to improve team efficiency.
• SLA & Escalation Management: Strict adherence to Service Level Agreements (SLAs) and knowing when and how to escalate unresolved issues to Level 3 or vendor support.
• Ability to work independently and manage multiple tasks effectively.
• Ability to close 25-50 tickets a day

Preferred Skills

• IT Certifications (Microsoft, Cisco, etc.).
• Familiarity with cloud platforms (Modern Workplace, Exchange, Intune, Azure, AWS).
• Scripting (PowerShell, Bash, etc.)., * How many years of RMM tool experience such as Ninja or Datto do you have?

Experience:

• Network support: 3 years (Required)
• Managed Services Helpdesk: 3 years (Required)

Pulled from the full job description

• Tuition reimbursement
• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance, * 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Tuition reimbursement
• Vision insurance