Support Engineering Technician II

Current and future sponsorship are not available for this position. Puerto Rico Hybrid (three days in-office, two days virtual).

About the Role

Engineer Support II is responsible for providing timely, professional, and high-quality technical support to clients. This role requires the effective diagnosis, troubleshooting, and resolution of hardware, software, Microsoft 365, and networking-related issues while ensuring exceptional customer service and adherence to organizational standards.

Responsibilities

• Diagnose, troubleshoot, and resolve first-level technical issues involving Windows workstations, Microsoft 365 applications and services, email systems, printers, mobile devices, VPN connectivity, networking components, and remote support tools.
• Perform thorough initial troubleshooting and analysis prior to escalating incidents to higher support tiers.
• Support endpoint provisioning activities, including software installation, system updates, configuration, and deployment.
• Maintain comprehensive, accurate, and detailed records within the ticketing system.
• Document troubleshooting procedures, customer interactions, resolutions, and follow-up actions.
• Adhere to established documentation standards to ensure consistency, knowledge retention, and continuity of support.
• Contribute to the development and maintenance of knowledge base articles and internal operational documentation.
• Identify recurring issues, trends, and process improvement opportunities, and provide recommendations for corrective actions.
• Comply with all security policies, regulatory requirements, client confidentiality standards, and organizational procedures.
• Demonstrate foundational knowledge of Windows 11, Microsoft 365, Active Directory/Entra ID, networking fundamentals, and remote support technologies.

Performance Expectations

• Consistently meet or exceed established Service Level Agreement (SLA) response and resolution targets.
• Maintain a high standard of ticket quality, accuracy, and completeness.
• Escalate incidents and service requests appropriately and in a timely manner.
• Foster a collaborative team environment through positive communication, professionalism, and knowledge sharing.

Benefits

• A competitive salary and benefits.
• Varied and challenging work to help you grow your technical skillset.
• A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities.
• A modern, international work environment and a dedicated and motivated team.