IT Support Engineer II

IT Support Specialist II is a mid-level role with over two to four years of experience and a strong technical aptitude. This person is a good communicator and can manage clients well, building strong relationships. The pace and demands in this role are usually much greater than Level 1. They should be prompt and understand the importance of communicating timelines and progress to clients.

The role involves project work, requiring skill in pre‑project activities such as scoping and briefings with each client. They must be capable of solving problems in complex environments rich in servers, internetworking, VPNs, firewalls, backup systems, and more. The more truly capable the engineer is in these areas, the higher the utility value.

• Provide world‑class IT services to our customers
• Maintain excellent customer relationships with all clients
• Always demonstrate a high degree of professional conduct
• DAILY time entry accounting for at least 8.0 hours
• Documentation of client environments and networks
• Scope and execute small to mid‑size projects within scoped budget and timeline
• Assist Sr. Engineers on larger projects
• Visit client sites and perform onsite services
• A valid driver’s license is required as an essential function involving regular travel to client sites
• On‑Call Rotation as scheduled
• Ensure ticket resolution occurs within the timeline
• Installation, configuration, troubleshooting, and customization of Microsoft 365 environments, Azure infrastructures, VDI environments, as well as on‑premises server and network infrastructures
• Administration of enterprise email platforms, directory services, user and group management, remote access services, file and folder permissions, and print services
• Installation and configuration of backup disaster recovery (BDR) appliances, and perform data restores, image restores, BDR virtualization, and design backup strategy and process
• Takes full ownership, personal interest, and responsibility for quality of work performed and follows through to ensure complete resolution

• Self‑motivated and high level of enthusiasm
• Enjoys helping people, no matter how simple the problem
• Enjoys sharing information, supporting others, and working on a team to achieve team goals
• Understands that the success of individuals is measured by the success of their teams
• Ability to provide accurate time estimates for how long a task will take
• Pay close attention to detail while performing technically detailed tasks
• Quickly learn new technologies and adapt to rapid changes
• Articulate technical information clearly and simply to non‑technical people

• Expertise with desktop operating systems (Windows 10, 11, macOS)
• Working knowledge of Microsoft 365 SaaS apps and administering them
• Experience with Microsoft Server OS and cloud infrastructures (Windows Server 2016, 2019, 2022, and Azure)
• Skilled in TCP/IP and troubleshooting network and internet connectivity such as DHCP and DNS
• Knowledge of the relationship between switches, wireless APs, firewalls, patch panels, and connecting nodes to a network
• Knowledge of wireless technologies, firewall technologies, and network topologies

• Excellent verbal and written English communication skills
• College degree in a related field
• Minimum 2 years’ experience in networking, LAN, WAN, vLAN, routing, and firewall support
• Minimum 2 years’ experience in Server OS & hardware, installation, configuration, and support
• Minimum 2 years’ experience in data backup and recovery, and cybersecurity tools and platforms
• Minimum 2 years’ experience in cloud infrastructures, VPN and SASE, remote access, and VDI support
• Obtained at least one relevant certification
• Solid dependable engineer who follows directions and maximizes billing opportunities
• Consistently receives great client feedback

• Client Satisfaction Score
• Meeting SLA timelines
• Live Time Entries
• Maintain Billable Utilization over 3x W2

• Five or more years of experience
• Consistently meets billable target of above 3x W2 (i.e., 9 out of 12 months per year)
• Consistently performs better than 90% on KPIs
• More advanced certification(s) obtained
• Strong positive client feedback, seen as expert in their area