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.


To perform this job successfully an individual should meet and demonstrate the following.


Primary Responsibilities:

• Responsible for producing high quality work during normal business hours.

• Responsible to report all work completed in our ticketing system in real time.

• Responsible for following all documentation, policies, process and procedures as laid out by the Department head.

• Responsible to resolve all escalated tickets and perform a knowledge transfer to Level 1 technicians as time permits.

• Responsible for creating KB's articles in our ticketing system and IT Glue repository.

• Responsible to meet Key performance measurements around SLA.

• Responsible to go to Client locations when necessary to resolve end user issues or do maintenance on Network equipment.

Essential duties

• Abilities to effectively execute standard requests for Support tickets relating to Desktop/Laptop hardware, software related as they are escalated.

• Ability to perform advanced troubleshooting of hardware and software issues triage incidents appropriately providing resolution.

• Ability to perform advanced troubleshooting for clients end user server/application systems.

• Ability to 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.

• Ability to identify. Manage tactical priorities.

• Ability to 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, WIN 10 and Win 11

• Advanced knowledge of Office suites products with primary focus on Outlook 365, Excel and Word

• Advanced knowledge of Network Firewalls, Switching, and Wireless hardware.