IT Support Engineer – Level 2
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Job Description
IT Support Engineer supporting small and medium-sized businesses through CIT’s managed IT, cybersecurity, cloud, and physical security solutions. Resolving infrastructure tickets across networks, servers, desktops, and Azure.
Responsibilities:
- Resolve customer service tickets and provide ongoing support across desktop, server, network infrastructure, and cloud computing environments
- Manage, update, and support customer infrastructure, including firewalls, switches, access points, hypervisors, servers, SANs, desktops, VPNs, and Microsoft Azure
- Prioritize and address high-impact tickets while efficiently allocating time and resources
- Ensure solutions fully address customer needs and contribute to long-term customer success
- Communicate regularly with customers and CIT employees through verbal and written communication
- Maintain accurate records of support activities, ticket updates, resolutions, and customer interactions
- Meet or exceed KPIs related to ticket resolution time, customer satisfaction, and other relevant metrics
- Participate in ongoing education and training
- Participate in on-call and 24/7/365 shift rotations as required
- Perform other duties and responsibilities as assigned
- Conduct most end-user interactions virtually
- Keep web cameras on during external and internal meetings
Requirements:
- 3+ years of professional experience in computer networking, NOC, or helpdesk environments
- Advanced knowledge of managing network devices and configurations
- Intermediate Microsoft 365 knowledge and support experience
- Intermediate Active Directory design, implementation, and administration skills
- Intermediate knowledge of computer hardware and multiple operating systems, including Windows Desktop and Server OS, macOS, and virtualization platforms such as VMware, Microsoft Hyper-V, or Scale
- Ability to perform tasks with minimal supervision
- Ability to solve problems independently and as part of a collaborative team
- Strong computer and typing skills
- Participation in an on-call rotation, including weekends and holidays
- Must be authorized to work in the United States
- Criminal background check and professional reference check required as part of the hiring process
- May require passing a CJIS background check after hiring, depending on team assignment
- 2+ years of experience working with a managed service provider (MSP) desired
- Industry-recognized certifications such as CompTIA A+, CompTIA Network+, or CCNA desired
- CompTIA A+ and Network+ certification must be obtained within the first year at CIT if not already held
Benefits:
- Paid vendor certifications
- Ongoing training and development opportunities
- Generous flexible paid time off policy
- Medical insurance
- Dental insurance
- Vision insurance
- Life and disability insurance
- 401(k) with matching employer contribution
- Paid volunteer time
- Paid parental leave
- Flexible work schedules
- Employer-sponsored rewards and recognition program
- Collaborative, learning-focused, and fun environment
- Positive work-life balance
- Twin Cities’ Best Workplace award-winning culture
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