Full-Time
MSP Experience required
Valid Drivers License, Car & valid insurance required
Salary: $90k $100k
Hybrid – Earn 2 days WFH after they successfully complete 90 days
RMM- Connectwise
Documentation – IT Glue
Job Summary
This person will be a L2 Escalations point
Reporting to the IT Services Support Manager, the IT Support Engineer II is a key member of our IT Services team, responsible for delivering and maintaining our fully managed IT Services suite. This role provides second-level support to customers and internal teams through direct communication (verbal and written) and remote management tools, with occasional onsite support as needed. In addition to resolving issues, the Engineer will proactively administer managed and hosted platforms, lead client integrations into our environment, and contribute to internal and customer-facing projects.
Must-Haves
- Cultural Alignment: A team player with a positive attitude who thrives in a collaborative, professional environment.
- Leadership Ability: Capable of taking initiative, guiding others, and setting a strong example through accountability.
- Process & Documentation Focus: Detail-oriented with strong organizational skills; committed to clear documentation and structured workflows.
- Ownership Mindset: Someone who values consistency, embraces responsibility, and follows through on commitments.
- Technical Expertise: Hands-on experience with Microsoft 365, Azure, Networking, Firewalls, and the broader Microsoft ecosystem.
Qualifications & Competencies
- Experience: 5–10 years in PC repair/support, System Engineering, IT Administration, or similar roles.
- Education/Certifications: College, trade school, or certification program required; Microsoft Server/MS365 certification required; additional network certifications preferred.
Technical Skills:
- Workstation Support: Hardware troubleshooting (motherboards, RAM, storage, peripherals), drivers, BIOS/UEFI, OS (Windows/macOS), disk management, imaging, AD/Azure AD domain joins, MDM enrollment, malware remediation, endpoint protection, RDP/VPN setup, application installs, Outlook profiles, and BYOD/email setup.
- Network Support: Design and configure LAN/WAN/WLAN/SAN, VLANs, routing, firewalls, VPNs, wireless, cloud connectivity (SaaS, IaaS, DaaS), ISP setup, cabling, QoS, monitoring tools (SNMP, syslog), disaster recovery, SonicWall/PFSense, UniFi management, Azure AD Sync, forensic message tracing.
- Server Support: Advanced event log review, virtualization (ESXi, Hyper-V, KVM), MS365 admin, Azure AD, Exchange, SQL, DNS/DHCP, clustering, load balancing, SSL certificates, GPO design, VDI, file/print/messaging services, storage and rack configuration, power/cooling systems.
Core Competencies
- Strong communication, able to explain technical information in plain terms.
- Effective project management, documentation, and problem-solving skills.
- Customer-focused mindset, able to manage difficult situations professionally.
- Team player with positive attitude, adaptability, and commitment to quality service.
- Dependable, ethical, professional, with excellent attendance and follow-through.
- Willingness to pursue continuous learning and skill development.
Principle Accountabilities
- System & Network Implementation: Design, configure, and deploy servers, routers, switches, firewalls, phones, and related hardware/software.
- Maintenance & Troubleshooting: Perform advanced server maintenance, hardware diagnostics, and complex customer server/network refresh projects. Provide escalation support for PC, email, internet, LAN, Windows domain, and user profile issues.
- Network & Security: Monitor and resolve network performance issues, conduct performance tuning, implement firewalls, audit systems to ensure access standards, troubleshoot advanced DNS, routing, and QoS, and configure backup/restore systems.
- Vendor & Software Support: Work directly with vendors on diagnostics and solutions; troubleshoot industry-specific and third-party software.
- Training & Documentation: Develop detailed project work plans, prepare training programs, reference materials, and process documentation.
- Customer Service: Provide timely resolutions to support cases, prioritize tickets by urgency, track work accurately, and maintain productivity.
- Team Participation: Participate in on-call pager rotation, contribute to team goals, and update technical knowledge through ongoing education.
- Compliance & Integrity: Maintain data confidentiality, security, and system integrity; adhere to professional, ethical, and organizational standards.
- Flexibility: Willingness to work overtime, afterhours, or weekends when required. Perform additional duties as assigned.