IT Support Engineer – Level 2
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
IT Support Engineer resolving tickets across desktop, network, server, and cloud environments. Supporting CIT’s managed IT, cybersecurity, cloud, and physical security services for SMB customers.
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 for ticket resolution time, customer satisfaction, and other relevant metrics
- Participate in ongoing education and training
- Participate in a 24/7/365 shift-work and on-call rotation as required
- Perform other assigned duties and responsibilities
Requirements:
- 3+ years of professional experience in computer networking, NOC, or helpdesk environments
- Advanced knowledge of troubleshooting 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 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
- Must obtain CompTIA A+ and Network+ certification within the first year at CIT if not already held
- Ability to work evening, overnight, weekend, and holiday shifts as required
- Local commute to customer sites may be required based on proximity to customers
- Web camera required during external and internal meetings
Benefits:
- Paid vendor certifications
- Ongoing training and development opportunities
- Generous flexible time off (FTO) policy
- Medical insurance
- Dental insurance
- Vision insurance
- Life and disability insurance
- 401(k) with employer matching 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
Similar Jobs
IT Support Technician
IT Support Technician providing remote and occasional in-person technology support for Southeast engineering, survey, and design offices. Troubleshooting endpoints, networks, Microsoft 365, CAD/BIM/GIS applications, and field technology.
Technical Support Engineer – Revit
Technical Support Engineer troubleshooting Autodesk Revit, Navisworks, and BIM 360 issues. Supporting Autodesk customers through ticket resolution, case management, and product feedback.
Controls Support Technician, PLC – 2nd Shift
Remote PLC controls technician supporting BW Converting’s packaging and converting machinery customers. Troubleshooting equipment, programming systems, and resolving second-shift service requests.
Technical Support Engineer
Technical Support Engineer supporting Solplanet solar inverters, storage systems, and EV chargers in Spain. Delivering customer training, technical consultancy, and after-sales support.
Sales Support Engineer
Sales Support Engineer designing enterprise IT solutions for Epoch Concepts’ Air Force, Space Force, and Army customers. Supporting presales, configurations, technical diagrams, and customer engagements remotely from Colorado.
Application & End User Support Technician
Remote Application & End User Support Technician supporting Medlogix’s medical claims technology and employees. Troubleshooting Microsoft 365, Windows devices, accounts, applications, and onboarding needs.
Support Engineer, L2
Support Engineer L2 delivering desk-based troubleshooting and remote support. Maintaining Microsoft, network, hardware, and cloud systems for Babble’s business customers.
Customer Support Technician
Customer Support Technician supporting Optro’s AI-powered GRC platform. Troubleshooting client issues in German and English while partnering with engineering and product teams.
Customer Support Technician
Customer Support Technician resolving technical issues for enterprises using Optro’s AI-powered GRC platform. Supporting clients remotely during USA weekday hours.
Support Engineer
Support Engineer resolving complex escalations and building support tools for Boulevard’s appointment-based self-care platform. Bridging Support and Engineering to improve product quality and customer experiences.
Senior Staff Technical Support Engineer
Senior Technical Support Engineer resolving complex API and AI Gateway issues for Kong, an AI connectivity platform. Advising enterprise customers and improving product stability and support operations.
Network Customer Support Engineer
Network Customer Support Engineer supporting Point One Navigation’s precise-location correction network. Improving monitoring, incident response, customer support, and scalable operations.
Support Analyst
WinCap Support Analyst supporting New York schools and BOCES with accounting and financial software. Troubleshooting client issues across purchasing, payables, receivables, budgeting and general ledger.
IT Support Technician
IT Support Technician providing remote first-level support for Kinaxis’s AI-powered supply-chain orchestration platform. Managing endpoints, accounts, devices, tickets, and IT service processes across Ireland and EMEA.
Customer Support Analyst
Customer Support Analyst supporting enterprise merchants on Localpayment’s cross-border payment platform. Troubleshooting payment integrations, leading incident resolution, and improving retention through analytics.
Support Technician
AI2IO Support Technician assisting users with Windows, Microsoft 365, networking, and devices. Managing licenses, hardware orders, escalations, and knowledge-base documentation remotely.
Senior Product Support Engineer
Senior Product Support Engineer troubleshooting complex enterprise security and network issues for Zscaler’s cloud security platform. Partnering with Engineering and mentoring support engineers.
Implementation Support Analyst
Implementation Support Analyst supporting pharmacy benefit implementations for EmpiRx Health, a clinically driven pharmacy benefits manager. Managing plan design inputs, member materials, follow-ups, and implementation deliverables.
Linux Administrator – L1 Support Engineer
Linux L1 Administrator monitoring and troubleshooting 24x7 Linux servers for an IT services company. Handling incidents, routine administration, backups, and SLA-driven support.
Technical Support Analyst I
Analista de suporte técnico monitorando ambientes, tratando incidentes e implementando melhorias. Atuação remota na TIVIT, multinacional brasileira de soluções digitais.