Tier II Field Engineer

Key Responsibilities

• Provide on-site and remote technical support for desktop, server, and network issues for various client environments.
• Escalate and work collaboratively with Tier III Engineers on complex issues involving infrastructure, security, or cloud services.
• Serve as an escalation point for Tier I support, mentoring junior technicians and guiding them through more complex problems.
• Travel to client sites from the office or home as needed, ensuring timely response and resolution of service requests.
• Manage tickets in ConnectWise, ensuring detailed documentation of all customer interactions, technical steps, and resolutions.
• Regularly update and utilize internal knowledge bases to improve support consistency and efficiency.
• Support and maintain hardware (workstations, printers, network equipment), software, and mobile devices.
• Aid in Active Directory administration, server maintenance, backup monitoring, Office 365 migrations, and other key infrastructure tasks.
• Troubleshoot network-related issues including VPNs, switches, wireless access points, and firewalls.
• Maintain ticket queues and prioritize work based on business impact and urgency.
• Communicate clearly and proactively with clients about status updates, next steps, and follow-up procedures.
• Support internal initiatives related to IT documentation, process improvement, and service delivery best practices.
• Perform other duties or projects as assigned.

Requirements

• Bachelor’s degree in Computer Information Systems, MIS, or related field—or equivalent work experience.
• 2–4 years of experience in an IT support role, including hands-on Tier II responsibilities.
• Strong working knowledge of Windows OS (desktop and server), Office 365, Active Directory, and common networking protocols.
• Familiarity with remote management tools (e.g., ConnectWise, ScreenConnect, RMM platforms).
• Experience supporting and troubleshooting firewalls, switches, VPNs, and wireless networks (Cisco, Meraki, SonicWall, etc.).
• Microsoft, CompTIA, or Cisco certifications (MCP, MCSA, Network+, CCNA) strongly preferred.
• Must possess excellent written and verbal communication skills and a high level of professionalism.
• Valid driver's license and reliable form of transportation.
• Strong attention to detail, multitasking ability, and a proactive attitude toward continuous learning.