Level 2 Support Engineer

Overview

Our Verticomm team is expanding and we are seeking a Level 2 Engineer to support our IT clients with remote and onsite services. The role involves servicing all technology including desktop/laptop workstations, servers, firewalls, switches, network printers, wireless equipment, and vendor‑specific hardware/software.

• Produce high‑quality work during normal business hours.
• Report all work completed in the ticketing system in real time.
• Follow all documentation, policies, processes, and procedures established by the department head.
• Resolve escalated tickets and perform knowledge transfer to Level 1 technicians as time permits.
• Create knowledge‑base articles in the ticketing system and IT Glue repository.
• Meet key performance metrics and SLA requirements.
• Travel to client locations as necessary to resolve end‑user issues or perform maintenance on network equipment.

• Execute standard support tickets for desktop/laptop hardware and software escalations.
• Triage incidents and provide resolution through advanced troubleshooting of hardware and software issues.
• Perform advanced troubleshooting for client server/application systems.
• Conduct advanced network functionality tests to isolate local or wider network issues.

• Excellent written and oral communication skills.
• Advanced troubleshooting skills.
• Ability to identify and manage tactical priorities.
• Capability to decipher ticket urgency and set priorities to meet client needs based on SLA.
• Assistance in process and procedure improvements.
• Advanced knowledge of Windows operating systems (Win 10 and Win 11).
• Advanced knowledge of Office suite products, primarily 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 Level 2 or higher help‑desk support role.
• Minimum of Network+ certification with experience in 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 onsite 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 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