Support Engineer II - Remote

Overview

The Support Engineer II provides intermediate technical support primarily through phone or ticketing systems, with occasional onsite visits, ensuring adherence to support procedures and service level agreements.

In Short

• Document all activities, projects, and tickets daily.
• Monitor ticket gateways and designated queues.
• Resolve escalations from Level I team.
• Assist with ISP and Vendor calls for service outages.
• Travel 25-50% for onsite support as needed.
• Maintain call and ticket SLAs.
• Document customer findings in IT Glue.
• Available for on-call weeks and outages.
• Strong technical knowledge in various IT areas.
• Build rapport with clients during onsite engagements.

Requirements

• Strong knowledge of ticketing software and incident management.
• Proficient in Active Directory and group policies.
• Experience with VMware and Hyper-V.
• Knowledge of Microsoft Windows and server maintenance.
• Strong networking troubleshooting skills.
• Familiarity with AzureAD and Microsoft 365.
• Ability to install and troubleshoot network equipment.
• Proficient in project documentation management.
• Strong understanding of technical infrastructure.
• Ability to build client rapport during onsite assignments.

Benefits

• Opportunity for professional growth and development.
• Flexible working arrangements.
• Work with a diverse team of professionals.
• Access to ongoing training and resources.
• Participation in team-building activities.