Onsite Support Engineer II

About the role

As an Onsite Support Engineer II, you’ll be the front line of support for our clients, working 100% onsite at assigned customer locations. Your job is to resolve technical issues that come in through our ticketing system or phone queue, often escalating from our Level I team. You’ll handle everything from system and network troubleshooting to vendor coordination and customer walk-throughs, bringing both tech skill and a friendly, professional presence.

Responsibilities

• Troubleshoot network, server, and endpoint issues (virtual or physical environments)
• Handle escalations from Level I engineers and follow escalation paths as defined in documentation
• Maintain and document IT environments in IT Glue, updating or creating new articles
• Remotely access systems to push scripts or run actions as needed
• Manage and resolve Microsoft 365, AzureAD, DHCP/DNS, and Active Directory-related issues
• Work with vendors to help restore service during outages

Requirements

• Ability to document work and progress in a ticketing system as tasks are completed
• Strong communication skills for both remote and in-person support
• Willingness to work entirely onsite and travel between client buildings as needed

Skills

• Proficiency in VMware or Hyper-V environments
• Knowledge of Microsoft Windows Server environments, patching, and print server drivers
• Familiarity with networking concepts such as VLANs, ISP troubleshooting, and firewall equipment
• Experience using centralized documentation systems (e.g., IT Glue)
• Comfortable working in support escalation and on-call rotations

Schedule & Benefits

• Location: 100% onsite at assigned client sites (travel between buildings required)
• Hours: Full-time; must be available for on-call weeks and emergency outages
• Benefits: Standard benefits package available (details provided during interview process)