Support Engineer

Job Description

Level 2 IT Support Engineer

Position Overview

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.

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.

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.

Key Responsibilities

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• Respond promptly to client support tickets and provide high-quality, concierge-level technical support.
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• Troubleshoot and resolve Level 2 desktop, server, network, Microsoft 365, and infrastructure issues .
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• Document troubleshooting steps, resolutions, and client communications within the ticketing system.
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• Escalate complex issues appropriately while maintaining ownership of the client experience.
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• Install, migrate, configure, and support Windows Server environments .
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• Administer and troubleshoot Active Directory, Group Policy, DNS, DHCP, and Domain Controllers .
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• Provide both remote and on-site technical support for client environments.
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• Troubleshoot LAN/WAN connectivity, wireless networks, VPNs, routers, switches, and firewalls.
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• Configure and support networking equipment from vendors such as Cisco, Meraki, SonicWall, Sophos, and Ruckus .
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• Support virtualized environments utilizing VMware and Hyper-V .
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• Support and administer Microsoft 365 , including user administration and migrations.
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• Troubleshoot Microsoft Windows workstations, Microsoft Office applications, printers, scanners, and other end-user technologies.
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• Support and maintain Microsoft Exchange environments.
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• Communicate professionally with clients via phone and email, clearly explaining technical issues and resolutions.
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• Assist with firewall implementations, upgrades, migrations, and ongoing infrastructure maintenance.
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• Identify opportunities to improve client infrastructure, system reliability, and overall IT environments.
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• 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 .
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• Strong experience supporting Microsoft Windows Server environments, including Windows Server 2008 R2, 2012, 2016, and 2019 .
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• Hands-on experience with:
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• Active Directory
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• Group Policy
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• Microsoft Exchange
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• Microsoft 365 administration and migrations
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• VMware and/or Hyper-V
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• DNS and DHCP
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• Domain Controllers
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• LAN/WAN networking
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• VPN technologies
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• Solid understanding of Layer 2 and Layer 3 networking , including routers and switches.
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• Experience configuring and troubleshooting firewalls, switches, routers, and wireless networks.
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• Strong Windows desktop troubleshooting experience.
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• Ability to troubleshoot printers, scanners, and other end-user hardware.
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• Strong customer-service and communication skills.
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• 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 .
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• Experience supporting Citrix XenApp/XenDesktop environments.
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• Experience with VMware Horizon/View .
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• Mac OS troubleshooting and integration within Microsoft Windows environments.
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• VPN implementation and troubleshooting experience.
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• Microsoft, Apple, and/or CompTIA certifications such as A+, Network+, Security+, MCP, or equivalent certifications .
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• Associate's or bachelor's degree in Computer Science, Engineering, Information Technology, or a related discipline .
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• Bilingual English/Spanish is a plus.
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What We're Looking For

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.
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• Collaborative: You're comfortable sharing ideas, helping teammates, and receiving constructive feedback.
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• Growth-oriented: You're constantly looking to expand your technical knowledge and take on new challenges.
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• Accountable: You take ownership of problems and follow them through to resolution.
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• Adaptable: You're comfortable moving between desktop, server, networking, cloud, and infrastructure issues throughout the day.
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• Organized: You can effectively manage multiple priorities, tickets, and client requests in a fast-paced environment.
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Additional Requirements

Candidates must have:

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• Reliable transportation.
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• A valid New York State driver's license .
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• Proof of automobile insurance meeting New York State minimum requirements.
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• The ability and willingness to travel to client locations as required.
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