Level 2 Support Engineer

Our Verticomm team is expanding, and we are currently seeking a talented Level 2 Engineer to work in a collaborative team environment assisting our clients with their technical support needs.

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.

• Produce high quality work during normal business hours.
• Report all work completed in our ticketing system in real time.
• Follow all documentation, policies, process and procedures as laid out by the Department head.
• Resolve all escalated tickets and perform a knowledge transfer to Level 1 technicians as time permits.
• Create KB articles in our ticketing system and IT Glue repository.
• Meet key performance measurements around SLA.
• Go to client locations when necessary to resolve end user issues or perform maintenance on network equipment.

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

• Excellent written and oral communication skills.
• Excellent troubleshooting skills.
• Identify and manage tactical priorities.
• 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, Windows 10 and Windows 11.
• Advanced knowledge of Office suites 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 years in a 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, Dental, 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!