Level 2 Support Engineer

Our Verticomm team is expanding, and we are currently seeking a talented Level 2 Engineer to work in a collaborative team environment assisting our clients with their technical support needs. The Level 2 Engineer is responsible for remote and onsite service and support for our IT clients. This relates to all technology, including Desktop/Laptop workstations, servers, firewalls, switches, network printers, wireless network elements and vendor specific hardware/software. Primary Responsibilities Produce high quality work during normal business hours. Report all work completed in our ticketing system in real time. Follow all documentation, policies, process and procedures as laid out by the Department head. Resolve all escalated tickets and perform a knowledge transfer to Level 1 technicians as time permits. Create KB articles in our ticketing system and IT Glue repository. Meet key performance measurements around SLA. Go to client locations when necessary to resolve end user issues or perform maintenance on network equipment. Essential Duties Execute standard requests for support tickets relating to Desktop/Laptop hardware, software as they are escalated. Perform advanced troubleshooting of hardware and software issues, triage incidents appropriately providing resolution. Perform advanced troubleshooting for clients’ end user server/application systems. Perform advanced network functionality tests to isolate local system issues or a wider network issue. Knowledge & Skills Excellent written and oral communication skills. Excellent troubleshooting skills. Identify and manage tactical priorities. Decipher ticket urgency and set priorities to meet client needs based on SLA. Assist in process and procedure improvements. Advanced knowledge of Windows Operating Systems, Windows 10 and Windows 11. Advanced knowledge of Office suites with primary focus on Outlook 365, Excel, and Word. Education / Certifications (preferred) A+ Certification Network+ Certification Security+ Certification

MS 900

AZ 900

Azure Administrator 104 Microsoft 100-365 Identity Services Windows 10 and Windows 11 Experience Minimum of 4 years in a Help Desk of Level 2 or higher support role. Achieved minimum of Network+ certification and has worked with cloud network and end-user environments. Advanced IT education is a plus with experience in Azure. Salary $25-$34 per hour or higher based on credentials and experience. Work Environment Candidates should be comfortable with an on-site presence to support collaboration, team leadership, and cross-functional partnership. Benefits and Perks Generous vacation policy, paid holidays, and paid sick time. Medical, Dental, and Vision Insurance (employee-paid). Short-Term and Long-Term Disability Insurance. Company-paid Group Life insurance. Company-paid Employee Assistance Program (EAP). Employee-paid Pet Insurance and optional supplemental insurance coverage. Vested 401(k) with company match and financial wellness programs. Flexible Spending Account (FSA), Health Savings Account (HSA) and commuter benefits options. Career growth and learning opportunities. …and so much more! #J-18808-Ljbffr All Copy Products