Level 2 Support Engineer

At ACP and Verticomm our goal is to assist our clients by optimizing technology, enhancing productivity, reducing business risk, and maximizing return on investment. Leveraging our expertise and experience, we offer a customized approach to designing, developing, and implementing end-to-end technology solutions scaled to meet client needs.

As a rapidly growing company, we are seeking talented individuals to join our team. We are currently looking for someone who is team-oriented, innovative, great at helping customers, and someone who is looking for an opportunity to use their skills and talents to grow professionally.

The Level 2 Engineer is responsible for remote and onsite service and support for our IT clients. This relates to all technology, including Desktop/Laptop workstations, servers, firewalls, switches, network printers, wireless network elements and vendor specific hardware/software.

To perform this job successfully an individual should meet and demonstrate the following.

• Responsible for producing high quality work during normal business hours.
• Responsible to report all work completed in our ticketing system in real time.
• Responsible for following all documentation, policies, process and procedures as laid out by the Department head.
• Responsible to resolve all escalated tickets and perform a knowledge transfer to Level 1 technicians as time permits.
• Responsible for creating KB's articles in our ticketing system and IT Glue repository.
• Responsible to meet Key performance measurements around SLA.
• Responsible to go to Client locations when necessary to resolve end user issues or do maintenance on Network equipment.

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

• 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
• 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

• A+ Certification
• Network+ Certification
• Security+ Certification
• MS 900
• AZ 900
• Azure Administrator 104
• Microsoft 100- 365 Identity Services
• Windows 10 and Windows 11

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.

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

Candidates should be comfortable with an on-site presence to support collaboration, team leadership, and cross-functional partnership.

• 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
• Company-paid 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

and so much more!

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