IT Support Engineer - Level 2

About the company

At CIT, we're on a mission to revolutionize the way businesses harness technology. Our passion lies in crafting and implementing IT solutions that propel our customers forward. We empower small & medium-sized businesses with a suite of game-changing services, including managed IT, cybersecurity, cloud solutions, and physical security. We're the tech allies businesses trust to navigate the digital landscape.

At CIT, you’ll work with a team of experts who are as passionate about their craft as you are in a collaborative, learning-focused, and fun environment.

Benefits

• Career Growth – Paid vendor certifications, ongoing training, and development opportunities
• Flexible Time Off – Generous FTO policy
• Medical, dental, vision, 401(k) with employer match
• Paid volunteer time and paid parental leave
• Employer-sponsored rewards & recognition program
• Values-Driven Culture – Consistently wins Twin Cities’ Best Workplace awards

About the role

As an IT Support Engineer, you’ll resolve customer service tickets and provide ongoing support across desktop, server, network infrastructure, and cloud computing environments. We’re looking for a service-first mindset and a genuine passion for taking care of customers demonstrated by communicating clearly, acting with empathy, and delivering timely, effective solutions.

Responsibilities

• Manage, update, and provide support for customer infrastructure, encompassing firewalls, switches, access points, hypervisors, servers, SANs, desktops, VPNs, and Microsoft Azure
• Pivot to prioritize and address high-impact tickets, efficiently allocating time and resources to ensure timely resolution
• Go beyond resolving tickets to ensure that solutions fully address customer needs and contribute to long-term success
• Regularly communicate with customers and CIT employees via verbal and written communication to address and resolve issues
• Maintain accurate records of support activities, including ticket updates, resolutions, and customer interactions
• Meet or exceed Key Performance Indicators (KPIs) related to ticket resolution time, customer satisfaction, and other relevant metrics
• Participate in ongoing education and training. Engineers must obtain the CompTIA A+ and Network+ certification within their first year at CIT if they don't already have them
• Perform other duties and responsibilities as assigned

This position may require shift work in a 24/7/365 environment and the capacity to work evening, overnight, weekend, and holiday rotations as required.

Requirements

• 3+ years of professional experience in computer networking, NOC, or helpdesk environments
• Advanced knowledge of managing network devices and configurations
• Intermediate Microsoft 365 knowledge and support experience
• Intermediate Active Directory design, implementation, and administration skills
• Intermediate knowledge of computer hardware and multiple operating systems, including Windows Desktop and Server OS, macOS, and virtualization platforms such as VMware, Microsoft Hyper-V, or Scale
• Ability to perform tasks with minimal supervision
• Solve problems independently and as part of a collaborative team
• Strong computer and typing skills
• Participation in an on-call rotation, including weekends and holidays
• Must be authorized to work in the United States
• Criminal background check and professional reference check will be conducted as part of the hiring process
• After hiring, this position may require passing a CJIS background check depending on the team assignment

Qualifications (Preferred)

• 2+ years of experience working with a managed service provider (MSP)
• Industry-recognized certifications such as CompTIA A+, CompTIA Network+, or CCNA

Work Environment

This position is fully remote anywhere within the United States.

Schedule: 8:00am–5:00pm (Central Time) Tuesday through Friday, and 8:00am–4:00pm Saturday.

Local commute to customer sites may be required based on employee proximity to customers. Most end-user interactions will be conducted virtually. Engineers are expected to have their web cameras on during both external and internal meetings.

Pay

The salary range for this role is $65,000 – $80,000. At CIT, compensation is based on total experience, performance, subject matter expertise, and other job-related factors.