Support Engineer II

Role Overview

• Receive and respond to internal incident escalations, providing consultation, next-step guidance, or direct resolution assistance.
• Receive and respond to inbound incident requests from clients and external users via phone, email, or ticketing system.
• Perform advanced troubleshooting of desktop, network, and application incidents—including connectivity, VPN, VLAN, and access issues.
• Support and maintain network and resource access, messaging, enterprise applications, and endpoint infrastructure.
• Provide break/fix and educational support for workstations, Office & GSuite, line-of-business applications, peripherals, connectivity, and mobile devices.
• Accept escalations from Remote Support Team (RST) resources and management; may lead or direct others during complex incident remediation.
• Coordinate vendor escalations for resolution of uncommon incidents, ISP outages, or platform issues.
• Perform triage, troubleshooting, and remediation of incident volume to ensure SLA adherence and client satisfaction.
• Provide assistance to Tier 3 staff with problem research, documentation, and resolution validation.
• Create and maintain knowledge base articles and user-facing FAQs to improve first-call resolution and team efficiency.
• Provide spot training and technical guidance for Engineer I team members on best practices and troubleshooting techniques.
• Maintain or exceed departmental performance metrics for utilization, response time, and CSAT.
• Maintain detailed documentation and progress notes on all support tickets and client communications.
• Perform routine maintenance tasks on computer equipment, peripherals, and system resources as required.
• Participate in scheduled after-hours maintenance windows or on-call rotation as needed to ensure uptime and service continuity.
• Work independently under general supervision with latitude for creative problem-solving and decision-making.

Requirements

• 3+ years of experience providing remote IT support or network troubleshooting in a Managed Service Provider (MSP) or multi-tenant environment.
• Proficient with Microsoft 365, Active Directory, Windows OS, VPN technologies, and common business applications.
• Working knowledge of network concepts (TCP/IP, DNS, DHCP, NAT, VLANs, routing/switching) and endpoint troubleshooting.
• Familiarity with Fortinet, Cisco, Palo Alto, or Ubiquiti firewalls and network equipment.
• Excellent written and verbal communication skills with a customer-first mindset.
• Strong documentation discipline and adherence to process and SLAs.
• Ability to multitask in a high-volume environment while maintaining professionalism and composure.
• Collaborative team player with a willingness to share knowledge and mentor others.

Tech Stack

• DNS
• Firewalls
• Switching
• TCP/IP

Benefits

• Health, Dental, & Vision
• Flexible Spending Account (FSA)
• 401k
• Health Reimbursement Account (HRA)
• Health Savings Account (HSA)
• Life Insurance
• Disability Insurance
• Paid Parental Leave
• Holiday Pay
• Flexible Vacation & Sick Days
• Twelve holidays, including a day off on your birthday and work anniversary
• Monthly rewards
• Spot bonuses for demonstrated excellence
• Community and social events
• Learning and development
• Flexible working life
• $100 well-being allowance
• Other health & wellness perks