Technical Support Engineer

About The Company Integrated IT Group LLC is a leading provider of comprehensive IT solutions tailored to meet the diverse needs of businesses and organizations across Northeast Ohio. With a focus on delivering high-quality managed services, cloud computing, cybersecurity, network infrastructure, and IT consulting, we empower our clients to leverage technology for growth and efficiency. Our dedicated team of IT professionals is committed to providing innovative, reliable, and secure solutions that enable organizations to operate seamlessly in an increasingly digital world. We pride ourselves on fostering a collaborative environment that values expertise, integrity, and customer satisfaction, ensuring our clients receive the highest level of support and strategic guidance. About The Role We are currently seeking a self-motivated and dedicated individual to join our Technical Support team. This role requires a broad array of technical knowledge to support our clients located throughout Northeast Ohio. The primary responsibilities include providing onsite advanced troubleshooting for our clients, handling escalated issues from Tier 1, interfacing with our ticketing platform, and working in our managed services system. The qualified individual will possess superior customer service and communication skills and the ability to solve problems and multi-task effectively in challenging situations. The capacity to work independently as well as part of a team is critical. Qualifications Candidates should possess a degree in an IT-relevant field or equivalent certifications. A minimum of five years’ experience troubleshooting in a technical support role is required, with at least one year in an escalation or Tier 2 support capacity. Strong expertise with Windows OS, Windows Server, and Microsoft 365 is essential. Familiarity with server and desktop virtualization, cloud applications, and infrastructure is highly preferred. Candidates must demonstrate hands-on experience with networking at L1 and L2 levels, as well as proficiency in network and server monitoring and troubleshooting. Knowledge of backup solutions, security practices, patch management, access controls, and storage management is necessary. Excellent documentation skills, attention to detail, and the ability to manage multiple tasks simultaneously are critical. Effective communication skills and the ability to work collaboratively within cross-functional teams are also essential for success in this role. Responsibilities Resolve complex technical issues related to hardware, software, and network systems, ensuring minimal downtime and optimal performance. Act as the point of escalation for unresolved Tier 1 issues, providing advanced troubleshooting and timely solutions. Collaborate closely with internal teams, vendors, and clients to address recurring or high-impact technical problems and implement effective resolutions. Accurately document all support interactions, troubleshooting steps, and resolutions within the ticketing system to maintain comprehensive records. Contribute to the internal knowledge base by documenting recurring issues and their solutions, facilitating knowledge sharing among team members. Proactively monitor system performance to identify potential issues before they impact end-users, ensuring proactive maintenance and support. Maintain clear, professional, and transparent communication with clients, providing regular updates and status reports on ongoing issues. Provide guidance, training, and mentorship to Tier 1 support engineers, sharing troubleshooting techniques and best practices to enhance team capabilities. Follow established help desk procedures and standards to ensure consistent and effective support delivery. Meet daily utilization goals and participate actively in the on-call rotation schedule to support clients outside of regular business hours. Stay current with emerging technology trends, updates, and best practices to continuously improve support quality and technical expertise. Benefits Our team members enjoy a comprehensive benefits package that includes competitive salary, health insurance, dental and vision coverage, and paid time off. We also offer opportunities for professional development and ongoing training to support career growth. Our work environment promotes a healthy work-life balance, with flexible scheduling options and a collaborative team culture. Additionally, employees have access to cutting-edge tools and technologies, enabling them to stay at the forefront of the IT industry. We believe in recognizing and rewarding the contributions of our team members and fostering a positive, inclusive workplace where everyone can thrive. Equal Opportunity Integrated IT Group LLC is an equal opportunity employer and does not discriminate in hiring or employment practices based on race, color, religion, national origin, ancestry, age, gender, marital status, military status, sexual orientation, disability, or medical condition. We are committed to fostering a diverse and inclusive environment where all employees are valued and treated with respect. All qualified applicants will receive consideration for employment without regard to any protected characteristic under applicable laws. #J-18808-Ljbffr