IT Support Engineer - Level II – Onsite

About the role

Problem-solvers, team players, and lifelong learners wanted for a dynamic IT role. If you thrive on fixing complex tech challenges, building trusted client connections, and mastering new systems in a collaborative setting, join our mission to empower businesses.

What You’ll Do

• Provide advanced Tier 2 support for hardware, software, networking, VoIP, and cloud services issues across diverse client environments.
• Support Microsoft technologies including Windows Server, Active Directory, Office 365, Exchange Online, and Group Policy.
• Configure, troubleshoot, and maintain network devices including routers, firewalls, switches, and VoIP Gateways.
• Collaborate with vendors and internal teams to resolve escalated tickets.
• Monitor client systems and respond proactively to alerts and incidents.
• Document solutions thoroughly and update ticketing systems with clear case notes.
• Communicate clearly and professionally with clients regarding status and resolutions.
• Support client service installations, moves, adds, and changes (MACs) both remotely and onsite as needed.
• Take ownership of assigned cases and drive issues to resolution with customer satisfaction in mind.
• Participate in team meetings and ongoing training and certification programs.
• Participate in scheduled emergency support rotations and provide after-hours assistance as needed to ensure client systems remain operational.

What You Bring

• 4+ years of relevant experience providing technical support (MSP environment preferred).
• Proven experience with Windows Server administration, Active Directory, Office 365, and Exchange Online.
• Strong knowledge of networking fundamentals (TCP/IP, DNS, DHCP, VLANs, routing, switching).
• Experience configuring and troubleshooting routers, firewalls, and switches.
• Able to troubleshoot complex technical issues efficiently and prioritize tasks effectively.
• Excellent verbal and written communication skills for clear client interaction.
• Self-motivated, detail-oriented, and able to manage multiple priorities in a fast-paced environment.
• Able to work effectively within a team environment to achieve shared goals.
• Certifications such as CompTIA Network+, Microsoft Endpoint Administrator Associate, or CCNA are a plus.
• AWS or Azure experience is a plus.
• Passion for technology and commitment to continuous learning and professional growth.