Level 2 Support Engineer

Primary Responsibilities

• Produces high quality work during normal business hours.
• Reports all work completed in our ticketing system in real time.
• Fulfills documentation, policies, process and procedures as laid out by the Department head.
• Solves escalated tickets and transfers knowledge to Level 1 technicians as time allows.
• Creates KB articles in our ticketing system and IT Glue repository.
• Maintains Key Performance Measurements around Service Level Agreements (SLA).
• Visits client locations to resolve end user issues or perform maintenance on Network equipment.

Essential Duties

• Executes standard requests for Support tickets relating to Desktop/Laptop hardware and software.
• Performs advanced troubleshooting of hardware and software issues.
• Trades incidents appropriately, providing resolution for clients' end-user server/application systems.
• Performs advanced network functionality tests to isolate local system issues or wider network issues.

Knowledge/Skills

• Excellent written and oral communication skills.
• Exceptional troubleshooting skills.
• Ability to identify and manage tactical priorities.
• Ability to prioritize ticket urgency based on Service Level Agreements (SLA).
• Aid in process and procedure improvements.

Education/Certifications

• Preferred certifications: A+, Network+, Security+
• Advanced knowledge of Windows Operating Systems, WIN 10 and Win 11.
• Advanced knowledge of Office suite products with primary focus on Outlook 365, Excel, and Word.

Experience

• Minimum of 4 or more years of experience in Help Desk or Level 2 support roles.
• Minimum of Network + certification and experience with cloud networks and end-user environments.
• Advanced IT education with experience in Azure.

Salary

$25-$34 per hour or higher based on credentials and experience.

Work Environment

Candidates should be comfortable with an on-site presence to support collaboration, team leadership, and cross-functional partnership.

Benefits and 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.
• Employee Assistance Program (EAP).
• Optional supplemental insurance 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

• Various career paths including Team Lead, Supervisor, and Management positions.
• Internship to hire, Specialist Sales Roles, Named Account Management, Sales, and Branch Management.
• Mentorship, Tiered advancement for Help Desk Specialists and Engineers, Project and Management opportunities for IT division.

Community Involvement

• We are recognized as a top 50 fastest-growing companies in Colorado and top 5000 fastest-growing companies in the US for the 10th year in a row.
• We participate in numerous charitable events through partnerships, client relationships, and company-sponsored events.
• We have a strong philosophy of promoting from within and offering numerous career paths.
• We have a strong commitment to sports and sponsorships, including attending multiple sporting events with clients.
• We host various employee events throughout the year, such as picnics, happy hour events, a Presidents Club trip, golf outings, sports leagues, and the coveted award for best chili at our annual cook-off.