Support Engineer II

Job Description

Job Description

The Support Engineer II (L2) is a key technical escalation point within our MSP,

responsible for resolving intermediate to advanced issues through phone, remote, and

on-site support. This role blends deep troubleshooting expertise with proactive systems

management and hands-on client engagement, ensuring timely resolution of complex

incidents and exceptional customer satisfaction.

We are looking for an A-player - someone who is ready to roll up their sleeves, take

ownership of challenges, and thrive in a fast-paced, service-driven MSP environment.

This position offers a clear growth path into L3 Engineering, Project Engineering, or

other specialized technical roles, making it ideal for candidates who are motivated by

long-term career development within the MSP industry.

As a team, we value a service-first philosophy, collaborative problem-solving, and a

calm, professional approach when supporting clients across diverse industries.

Candidates who appreciate teamwork, continuous learning, and a client-centric mindset

will feel right at home here.

Key Responsibilities

• Deliver hands-on and remote IT support to clients for hardware, software, and network issues.
• Install, configure, and support network equipment (routers, switches, firewalls, access points).
• Support and troubleshoot Microsoft technologies including Windows OS, Office 365, and Active Directory.
• Maintain and troubleshoot Windows and Linux servers, including virtualization platforms (VMware, Hyper-V).
• Handle software installations, updates, and integrations, particularly Microsoft-based environments.
• Utilize a ticketing system to track, update, and resolve incidents and service requests.
• Accurately document all technical work, including troubleshooting steps, resolutions, and preventive measures.
• Escalate issues as necessary and communicate status updates clearly to clients.
• Train users in new systems and provide best practice recommendations.
• Maintain knowledge of industry trends, certifications, and evolving technologies.
• Collaborate effectively with other IT engineers and departments on complex support cases.
• Participate in on-call rotation and be available for after-hours support when needed.

Required Skills and Qualifications

• 5+ years of relevant IT support/service experience.
• Strong foundation in networking concepts (TCP/IP, VLANs, DNS, DHCP, VPN).
• Proven experience configuring and managing switches, routers, and firewalls.
• Experience supporting Windows Server environments, Active Directory, and Group Policy.
• Familiarity with virtualization technologies such as VMware or Hyper-V.
• Excellent diagnostic and troubleshooting skills with both hardware and software.
• Strong written and verbal communication skills.
• Ability to multitask, prioritize, and self-manage in a fast-paced environment.
• Experience working with remote access tools and IT ticketing systems (e.g., ConnectWise, Autotask, ServiceNow, etc.).
• Valid driver’s license and reliable transportation for on-site visits.

Preferred Qualifications

• MSP experience is required
• Experience with IT frameworks like ITIL, Agile, or Lean.
• Industry certifications (CCNA, MCSE, CompTIA A+, Network+).
• Spanish proficiency.
• Bachelor's degree in computer science, Information Technology, or related field (or equivalent experience).

Benefits

• 401(k)
• Health, dental, and vision insurance
• Life insurance
• Paid time off
• Opportunity to work with a collaborative and innovative IT team

Schedule

• 8-hour shifts
• On-call rotation
• Occasional nights and weekends as needed

ZTEK is committed to fostering a diverse and inclusive environment. We are an equal opportunity employer and welcome candidates of all backgrounds.