Support Engineer
Job Description
Level 2 IT Support Engineer
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Position Overview
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We are seeking a motivated and technically skilled Level 2 IT Support Engineer to join a growing IT services team. This position is ideal for someone who thrives in a fast-paced environment, enjoys solving complex technical problems, and takes pride in delivering exceptional customer service.
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The successful candidate will provide both remote and on-site technical support to clients, troubleshoot a wide range of desktop, server, network, and infrastructure issues, and assist with the implementation and maintenance of client IT environments.
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We are looking for a collaborative professional who is eager to continue developing their technical expertise. A "that's not my job" mentality does not fit here. Team members are expected to contribute ideas, share knowledge, accept feedback, and step in wherever needed to support clients and the organization.
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Key Responsibilities
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- Respond promptly to client support tickets and provide high-quality, concierge-level technical support.
- Troubleshoot and resolve Level 2 desktop, server, network, Microsoft 365, and infrastructure issues.
- Document troubleshooting steps, resolutions, and client communications within the ticketing system.
- Escalate complex issues appropriately while maintaining ownership of the client experience.
- Install, migrate, configure, and support Windows Server environments.
- Administer and troubleshoot Active Directory, Group Policy, DNS, DHCP, and Domain Controllers.
- Provide both remote and on-site technical support for client environments.
- Troubleshoot LAN/WAN connectivity, wireless networks, VPNs, routers, switches, and firewalls.
- Configure and support networking equipment from vendors such as Cisco, Meraki, SonicWall, Sophos, and Ruckus.
- Support virtualized environments utilizing VMware and Hyper-V.
- Support and administer Microsoft 365, including user administration and migrations.
- Troubleshoot Microsoft Windows workstations, Microsoft Office applications, printers, scanners, and other end-user technologies.
- Support and maintain Microsoft Exchange environments.
- Communicate professionally with clients via phone and email, clearly explaining technical issues and resolutions.
- Assist with firewall implementations, upgrades, migrations, and ongoing infrastructure maintenance.
- Identify opportunities to improve client infrastructure, system reliability, and overall IT environments.
- Collaborate with other engineers to develop and improve internal IT support processes, documentation, and best practices.
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Required Technical Skills & Experience
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- 3+ years of professional IT support experience, preferably within an MSP, IT consulting firm, or computer services company.
- Strong experience supporting Microsoft Windows Server environments, including Windows Server 2008 R2, 2012, 2016, and 2019.
- Hands-on experience with:
- Active Directory
- Group Policy
- Microsoft Exchange
- Microsoft 365 administration and migrations
- VMware and/or Hyper-V
- DNS and DHCP
- Domain Controllers
- LAN/WAN networking
- VPN technologies
- Solid understanding of Layer 2 and Layer 3 networking, including routers and switches.
- Experience configuring and troubleshooting firewalls, switches, routers, and wireless networks.
- Strong Windows desktop troubleshooting experience.
- Ability to troubleshoot printers, scanners, and other end-user hardware.
- Strong customer-service and communication skills.
- Ability to prioritize multiple support requests and work effectively in a high-pressure client environment.
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Preferred Qualifications
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- Previous experience working for a Managed Service Provider (MSP), IT consulting company, or technology services firm.
- Experience supporting Citrix XenApp/XenDesktop environments.
- Experience with VMware Horizon/View.
- Mac OS troubleshooting and integration within Microsoft Windows environments.
- VPN implementation and troubleshooting experience.
- Microsoft, Apple, and/or CompTIA certifications such as A+, Network+, Security+, MCP, or equivalent certifications.
- Associate's or bachelor's degree in Computer Science, Engineering, Information Technology, or a related discipline.
- Bilingual English/Spanish is a plus.
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What We're Looking For
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Beyond technical skills, we're looking for someone who is:
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- Customer-focused: You understand that strong IT support combines technical expertise with an excellent client experience.
- Collaborative: You're comfortable sharing ideas, helping teammates, and receiving constructive feedback.
- Growth-oriented: You're constantly looking to expand your technical knowledge and take on new challenges.
- Accountable: You take ownership of problems and follow them through to resolution.
- Adaptable: You're comfortable moving between desktop, server, networking, cloud, and infrastructure issues throughout the day.
- Organized: You can effectively manage multiple priorities, tickets, and client requests in a fast-paced environment.
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Additional Requirements
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Candidates must have:
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- Reliable transportation.
- A valid New York State driver's license.
- Proof of automobile insurance meeting New York State minimum requirements.
- The ability and willingness to travel to client locations as required.
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