Support Engineer II

Job Description:

• Serve as an escalation point for Remote Support Engineers and provide advanced troubleshooting across client environments
• Respond to client incidents and service requests via phone, ticketing systems, and other support channels
• Troubleshoot and resolve issues related to:
  Microsoft 365, Teams, and Exchange Online
• Microsoft Entra  identity management
• Networking, VPNs, DNS, DHCP, and connectivity
• Enterprise applications and business systems
• Workstations, peripherals, printers, mobile devices, and endpoint hardware
• Backup and recovery operations
• Coordinate vendor escalations and third-party support engagements when necessary
• Maintain accurate ticket documentation, troubleshooting notes, and client communications throughout the incident lifecycle
• Provide timely updates to clients and internal stakeholders regarding issue status and resolution progress
• Support file restoration, network access, messaging, application, and infrastructure-related requests
• Assist with knowledge base development, documentation improvements, and operational process enhancements
• Mentor and provide guidance to junior engineers as needed
• Maintain or exceed established service delivery metrics, response times, and quality standards
• Contribute to a collaborative, client-focused support environment that prioritizes accountability and continuous improvement

• 3+ years of experience supporting end users, systems, and infrastructure within an IT support, service desk, or MSP environment
• Strong troubleshooting skills across Microsoft technologies, networking, endpoint support, and enterprise applications
• Experience supporting Microsoft 365, Teams, Exchange Online, and Microsoft Entra
• Familiarity with networking concepts including firewalls, VPNs, DNS, DHCP, wireless networking, and connectivity troubleshooting
• Ability to manage multiple priorities and maintain high‑quality service in a fast‑paced environment
• Strong written and verbal communication skills with the ability to explain technical concepts to non-technical users
• Demonstrated ownership, accountability, and customer advocacy throughout the support process
• Experience documenting troubleshooting steps, creating knowledge articles, and maintaining operational documentation
• Ability to follow established processes while exercising sound judgment and problem-solving skills
• MSP experience strongly preferred
• Commitment to delivering a white‑glove client experience and serving as a trusted technical resource.

• Health, Dental, & Vision
• Flexible Spending Account (FSA)
• 401k
• Health Reimbursement Account (HRA)
• Health Savings Account (HSA)
• Life Insurance
• Disability Insurance
• Paid Parental Leave
• Holiday Pay
• Flexible Vacation & Sick Days.
• Observed company holidays, including a day off on your birthday
• Spot bonuses for demonstrated excellence
• Community and social events
• Learning and development
• Flexible working life
• $100 well‑being allowance
• Other health & wellness perks.