Technical Support Engineer - Tier 2

Job description

We are currently seeking a self-motivated and dedicated individual to join our Technical Support team. This role requires a broad array of technical knowledge to support our clients located throughout Northeast Ohio. The primary responsibilities include providing onsite advanced troubleshooting for our clients, handling escalated issues from Tier 1, interfacing with our ticketing platform, and working in our managed services system. The qualified individual will possess superior customer service and communication skills and the ability to solve problems and multi-task effectively in challenging situations. The capacity to work independently as well as part of a team is critical.

Essential Functions

• Resolve complex technical issues, focusing on hardware, software, and network problems
• Act as the point of escalation for unresolved Tier 1 issues, ensuring timely and effective resolutions
• Collaborate closely with relevant teams, vendors, and clients to address and resolve recurring or high-impact technical issues
• Accurately document all support interactions, troubleshooting steps, and solutions in a ticketing system
• Contribute to the internal knowledge base by documenting recurring issues and resolutions for future reference
• Proactively monitor system performance to identify potential issues before they impact users
• Maintain clear and effective communication with clients, providing timely updates and transparent status reports
• Provide guidance, training, and mentorship to Tier 1 engineers, sharing troubleshooting techniques and best practices
• Follow standard help desk procedures
• Achieve daily utilization goals
• Participate in the on-call rotation schedule
• Proactively stay current with technology changes, updates, and practices

Experience Required

• Degree in IT relevant field and/or equivalent certifications (preferred)
• Minimum 5 years’ experience troubleshooting in a technical support role
• Minimum 1 year of experience in an escalation or Tier 2 support role
• Proven ability to manage multiple concurrent tasks and to prioritize them based on urgency
• Strong experience with Windows OS, Windows Server, and Microsoft 365
• Working knowledge of server and desktop virtualization
• Familiar with cloud business apps, operations, and infrastructure
• Hands-on experience with networking L1 and L2
• Comfortable with network and server monitoring and troubleshooting
• Knowledge of backup solutions and security and compliance practices
• Experience with patch, access, and storage management
• Ability to work effectively within a cross-functional team
• Familiarity with ticketing systems, remote desktop tools, and network monitoring software
• Proven attention to detail in documenting support requests, troubleshooting processes, and resolutions

Integrated IT Group is an equal opportunity employer and does not discriminate in hiring or employment, in accordance with the requirements of all applicable laws, including race, color, religion, national origin, ancestry, age, gender, marital status, military status, sexual orientation, disability, or medical condition.