IT Support Engineer - Level 2
$65,000–$80,000 year
RemoteUnited States
Job Summary
Resolve customer service tickets and provide ongoing support across desktop, server, network infrastructure, and cloud computing environments. Manage, update, and support customer infrastructure including firewalls, switches, access points, hypervisors, servers, SANs, desktops, VPNs, and Microsoft Azure. Pivot to prioritize high-impact tickets, ensuring timely resolution while maintaining accurate records of support activities and customer interactions. Communicate clearly with customers and internal teams to address issues and meet Key Performance Indicators related to resolution time and satisfaction. Participate in an on-call rotation for 24/7/365 coverage, including evenings, weekends, and holidays. Work fully remote within the United States, with most end-user interactions conducted virtually via web camera.
Required Qualifications
- 3+ years of professional experience in computer networking, NOC, or helpdesk environments
- Advanced knowledge of managing network devices and configurations
- Intermediate Microsoft 365 knowledge and support experience
- Intermediate Active Directory design, implementation, and administration skills
- Intermediate knowledge of computer hardware and multiple operating systems, including Windows Desktop and Server OS, macOS, and virtualization platforms such as VMware, Microsoft Hyper-V, or Scale
- Ability to perform tasks with minimal supervision
- Solve problems independently and as part of a collaborative team
- Strong computer and typing skills
- Participation in an on-call rotation, including weekends and holidays
- Must be authorized to work in the United States
- A criminal background check and professional reference check will be conducted as part of the hiring process
- After hiring, this position may require passing a CJIS background check depending on the team assignment
- 2+ years of experience working with a managed service provider (MSP)
- Industry-recognized certifications such as CompTIA A+, CompTIA Network+, or CCNA
- Engineers must obtain the CompTIA A+ and Network+ certification within their first year at CIT if they don't already have them
Desired Qualifications
- service-first mindset
- genuine passion for taking care of customers
- communicating clearly
- acting with empathy
- delivering timely, effective solutions
- Professional experience in computer networking, NOC, or helpdesk environments
- ability to independently resolve a wide range of support issues
- experience in computer networking, NOC, or helpdesk environments
- Advanced knowledge of managing network devices and configurations
- Intermediate Microsoft 365 knowledge and support experience
- Intermediate Active Directory design, implementation, and administration skills
- Intermediate knowledge of computer hardware and multiple operating systems, including Windows Desktop and Server OS, macOS, and virtualization platforms such as VMware, Microsoft Hyper-V, or Scale
- Ability to perform tasks with minimal supervision
- Solve problems independently and as part of a collaborative team
- Strong computer and typing skills
- Participation in an on-call rotation, including weekends and holidays
- Must be authorized to work in the United States
- A criminal background check and professional reference check will be conducted as part of the hiring process
- After hiring, this position may require passing a CJIS background check depending on the team assignment
- 2+ years of experience working with a managed service provider (MSP)
- Industry-recognized certifications such as CompTIA A+, CompTIA Network+, or CCNA
- Engineers must obtain the CompTIA A+ and Network+ certification within their first year at CIT if they don't already have them
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