Support Engineer

We are seeking a motivated and technically skilled Level 2 IT Support Engineer to join a growing IT services team. This position is ideal for someone who thrives in a fast-paced environment, enjoys solving complex technical problems, and takes pride in delivering exceptional customer service.

The successful candidate will provide both remote and on-site technical support to clients, troubleshoot a wide range of desktop, server, network, and infrastructure issues, and assist with the implementation and maintenance of client IT environments.

We are looking for a collaborative professional who is eager to continue developing their technical expertise. A "that's not my job" mentality does not fit here. Team members are expected to contribute ideas, share knowledge, accept feedback, and step in wherever needed to support clients and the organization.

• Respond promptly to client support tickets and provide high-quality, concierge-level technical support.
• Troubleshoot and resolve Level 2 desktop, server, network, Microsoft 365, and infrastructure issues
  .
• Document troubleshooting steps, resolutions, and client communications within the ticketing system.
• Escalate complex issues appropriately while maintaining ownership of the client experience.
• Install, migrate, configure, and support Windows Server environments
  .
• Administer and troubleshoot Active Directory, Group Policy, DNS, DHCP, and Domain Controllers
  .
• Provide both remote and on-site technical support for client environments.
• Troubleshoot LAN/WAN connectivity, wireless networks, VPNs, routers, switches, and firewalls.
• Configure and support networking equipment from vendors such as Cisco, Meraki, Sonic Wall, Sophos, and Ruckus
  .
• Support virtualized environments utilizing VMware and Hyper-V.
• Support and administer Microsoft 365
  , including user administration and migrations.
• Troubleshoot Microsoft Windows workstations, Microsoft Office applications, printers, scanners, and other end-user technologies.
• Support and maintain Microsoft Exchange environments.
• Communicate professionally with clients via phone and email, clearly explaining technical issues and resolutions.
• Assist with firewall implementations, upgrades, migrations, and ongoing infrastructure maintenance.
• Identify opportunities to improve client infrastructure, system reliability, and overall IT environments.
• Collaborate with other engineers to develop and improve internal IT support processes, documentation, and best practices.

• 3+ years of professional IT support experience
  , preferably within an MSP, IT consulting firm, or computer services company
  .
• Strong experience supporting Microsoft Windows Server environments, including Windows Server 2008 R2, 2012, 2016, and 2019
  .
• Hands-on experience with:
• Active Directory
• Group Policy
• Microsoft Exchange
• Microsoft 365 administration and migrations
• VMware and/or Hyper-V
• DNS and DHCP
• Domain Controllers
• LAN/WAN networking
• VPN technologies
• Solid understanding of Layer 2 and Layer 3 networking
  , including routers and switches.
• Experience configuring and troubleshooting firewalls, switches, routers, and wireless networks.
• Ability to troubleshoot printers, scanners, and other end-user hardware.
• Strong customer-service and communication skills.
• Ability to prioritize multiple support requests and work effectively in a high-pressure client environment.

• Previous experience working for a Managed Service Provider (MSP), IT consulting company, or technology services firm
  .
• Experience supporting Citrix Xen App/Xen Desktop environments.
• Experience with VMware Horizon/View
  .
• Mac OS troubleshooting and integration within Microsoft Windows environments.
• VPN implementation and troubleshooting experience.
• Microsoft, Apple,…