Level 2 Support Engineer

Overview Our Verticomm team is expanding and we are seeking a Level 2 Engineer to support our IT clients with remote and onsite services. The role involves servicing all technology including desktop/laptop workstations, servers, firewalls, switches, network printers, wireless equipment, and vendor‑specific hardware/software. Key Responsibilities Produce high‑quality work during normal business hours. Report all work completed in the ticketing system in real time. Follow all documentation, policies, processes, and procedures established by the department head. Resolve escalated tickets and perform knowledge transfer to Level1 technicians as time permits. Create knowledge‑base articles in the ticketing system and IT Glue repository. Meet key performance metrics and SLA requirements. Travel to client locations as necessary to resolve end‑user issues or perform maintenance on network equipment. Essential Duties Execute standard support tickets for desktop/laptop hardware and software escalations. Triage incidents and provide resolution through advanced troubleshooting of hardware and software issues. Perform advanced troubleshooting for client server/application systems. Conduct advanced network functionality tests to isolate local or wider network issues. Knowledge & Skills Excellent written and oral communication skills. Advanced troubleshooting skills. Ability to identify and manage tactical priorities. Capability to decipher ticket urgency and set priorities to meet client needs based on SLA. Assistance in process and procedure improvements. Advanced knowledge of Windows operating systems (Win 10andWin 11). Advanced knowledge of Office suite products, primarily Outlook 365, Excel, and Word. Education & Certifications A+ Certification Network+ Certification Security+ Certification

MS‑900

AZ‑900

Azure Administrator 104 Microsoft100‑365 Identity Services Windows10 and Windows11 Experience Minimum of 4 years in a Level 2 or higher help‑desk support role. Minimum of Network+ certification with experience in cloud network and end‑user environments. Advanced IT education is a plus with experience in Azure. Compensation $25‑$34 per hour or higher based on credentials and experience. Work Environment Candidates should be comfortable with an onsite presence to support collaboration, team leadership, and cross‑functional partnership. Benefits & 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 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 #J-18808-Ljbffr All Copy Products