Tier 2 IT Support Engineer - Remote

Overview

The Tier 2 Systems Engineer is responsible for handling basic or complex IT issues, managing escalation calls/tickets from Tier 1, and providing solutions for clients.

In Short

• Handle Tier 2 support issues and escalations from Tier 1.
• Work in a fast-paced environment.
• Provide quality customer service in all communications.
• Collaborate with team members for issue resolution.
• Document resolutions and update procedures.
• Engage in certification training to enhance skills.
• Diagnose and resolve networking issues.
• Maintain detailed documentation of system configurations.
• Mentor junior team members.
• Work shifts including holidays and weekends.

Requirements

• Minimum of 5 years of experience in a similar role.
• Microsoft, Cisco, and VMware certifications required.
• Experience with LAN/WAN environments.
• Knowledge of Office365 and Azure.
• Help desk or relevant customer service skills.
• Proven troubleshooting skills with servers, networks, and PCs.
• Knowledge of DNS, DHCP, and TCP/IP.
• Strong communication skills.
• Excellent problem-solving abilities.
• Bachelor’s degree in Computer Science or related field preferred.

Benefits

• 100% remote position.
• Paid time off including holidays.
• Bonus potential based on performance.
• Flexible medical, dental, and vision benefits.
• 401(k) with employer match.
• Reimbursement for professional certification.
• Career growth opportunities.
• Collaborative work environment.
• Continuous training and development.
• Supportive company culture.