Level 2 Support Engineer

Primary Responsibilities

• Produce high quality work during normal business hours.
• Report all work completed in our ticketing system in real time.
• Follow all documentation, policies, process and procedures as laid out by the Department head.
• Resolve all escalated tickets and perform a knowledge transfer to Level 1 technicians as time permits.
• Create KB’s articles in our ticketing system and IT Glue repository.
• Maintain Key performance measurements around SLA.
• Go to Client locations when necessary to resolve end user issues or do maintenance on Network equipment.

Essential Duties

• Effectively execute standard requests for Support tickets relating to Desktop/Laptop hardware, software related as they are escalated.
• Perform advanced troubleshooting of hardware and software issues triage incidents appropriately providing resolution.
• Perform advanced troubleshooting for clients end user server/application systems.
• Perform advanced network functionality tests to isolate local system issues or a wider network issue.

Knowledge/Skills

• Excellent written and oral communication skills.
• Excellent troubleshooting skills.
• Ability to identify. Manage tactical priorities.
• Ability to decipher ticket urgency and set priorities to meet client needs based on SLA.
• Absorb and assist in process and procedure improvements.
• Advanced knowledge of Windows Operating Systems, WIN 10 and Win 11.
• Advanced knowledge of Office suites products with primary focus on Outlook 365, Excel and Word.

Education/Certifications

• Preferred certifications: A+ Certification, Network+, Security+
• MS 900 AZ 900 Azure Administrator 104
• MS 100- 365 Identity Services
• Windows 10 and Windows 11 Experience

Experience

• Minimum of 4 or more years of experience in Help Desk of Level 2 or higher support role.
• Achieved minimum of Network + certification and has worked with cloud network and end user environments.
• Advanced IT education is a plus with experience in Azure.

Pay

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

Schedule

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 Insurance, Dental Insurance, and Vision Insurance (employee-paid).
• Short-Term and Long-Term Disability Insurance.
• Company-paid Group Life insurance.
• Employee Assistance Program (EAP).
• Employee-paid Pet Insurance and 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.

Other Reasons Why You Should Join Our Team

• We were recently awarded INC Magazine's recognition as a top 50 fastest growing companies in Colorado and we're included in INC Magazines list of top 5000 fastest growing company in the US for the 10th year in a row!
• We have consistently grown double digits since 2000.

Why Join Our Team

• We believe hard work, employee recognition, teamwork and collaboration are key to success for our team and our clients.
• We believe in giving back and supporting our community and participate in numerous charitable events through our partnerships, client relationships and company sponsored events.
• We have a strong philosophy and proven track record of promoting from within and offer numerous career paths including: Team Lead, Supervisor and Management for our various departmentsInternship to hire, Specialist Sales Roles, Named Account Management, Sales and Branch ManagementMentorship, Tiered advancement for Help Desk Specialists and Engineers, Project and Management opportunities for our IT division
• We love sports and our sales teams attend multiple sporting events with clients through partnerships with the Denver Nuggets, Broncos, The Colorado Rockies, Arizona Cardinals and Diamondbacks, and the Kansas City Chiefs.
• Some employee events throughout the year include; picnics, happy hour events, a presidents club trip, golf outings, sports leagues and the coveted award for best chili at our annual cook off.

Equal Employment Opportunity

All Copy Products provides equal employment opportunities to all employees and applicants for employment and promotions and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.