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Job Title: IT Support Services Tier II / Senior IT Support Engineer
Position Overview The Senior IT Support Engineer / Tier II Technician is a customer service-oriented role responsible for providing second-level technical phone and chat support for internal customers and end-users within the organization. Operating as a critical member of a highly skilled IT team, this individual will support an office network of over 300 locations and 2,200+ employees. The successful candidate will troubleshoot hardware and software issues, maintain and update IT systems, manage IT projects, and implement new technologies to ensure efficient operations.
Key Responsibilities
End-User Support:Provide technical support and assistance to end-users and clients, responding to inbound calls, voicemails, and online tickets.
Perform basic Help Desk functions, including password resets, mapping drives, and printer troubleshooting/installation.
Walk users through problem-solving steps and maintain a high quality of service within established call time guidelines.
Provide training and support to end-users to ensure effective use of IT systems and applications.
Hardware & Software Troubleshooting:Troubleshoot, diagnose, and resolve hardware and software issues related to desktops, laptops, servers, and network equipment.
Utilize support tools, including remote tools and diagnostic applications, to support company-approved hardware and peripherals.
Provide Operating System support, including Apple Mac support via Jamf.
Install approved software applications and modify configurations, utilities, and default settings for local workstations.
Configure and support mobile devices (primarily iOS and Android) for email and security.
System Administration & Maintenance:Maintain and update servers, network infrastructure, and software applications.
Manage Active Directory and Azure AD.
Provide Microsoft Intune management and support.
Create, modify, and disable various accounts (e.g., Infocenter, Peoplenet).
Conduct regular maintenance and data backups for IT systems.
Monitor and maintain system security, including antivirus and firewall configurations.
Maintain compliance with all IT General Controls, Policies, and Procedures.
Project & Ticket Management:Manage and prioritize IT support tickets, utilizing Help Desk logging software to document each ticket accurately and consistently.
Track, monitor, and follow up on incidents by reviewing daily open reports to ensure SLAs and OLAs are met.
Escalate issues within the team or to other IT teams as necessary.
Implement new technologies to improve IT system efficiency and participate in IT project planning, design, and implementation.
Work with team members to develop IT policies and manage vendor relationships and contracts for IT services/equipment.
Complete other duties and special projects as assigned.
Education & Qualifications
Education & Experience:High school diploma/GED required; Bachelor’s degree in Computer Science, Information Technology, or a related field is highly preferred.
Minimum of 1 to 5 years of experience in Help Desk, Technical Support, or a related IT field.
Technical Skills:Knowledge of Microsoft Windows, Mac OS, and Linux operating systems.
Familiarity with Google products (Apps, Gmail), Microsoft Windows, and the Office Suite.
Experience with cloud-based technologies (Office 365, Google Workspace) and virtualization technologies (VMware, Hyper-V).
Knowledge of network infrastructure and protocols, including TCP/IP, DNS, DHCP, and VPN.
PowerShell scripting experience.
Strong troubleshooting knowledge, including supporting web-based applications.
Tools & Frameworks:Experience with ITIL or other IT service management frameworks.
Experience with the Ivanti ticketing system is preferred.
Soft Skills:Strong problem-solving, analytical, and active listening skills.
Excellent customer service, verbal, and written communication skills.
Ability to work both independently and collaboratively as part of a team environment.
Certifications:Certifications such as CompTIA A+, Network+, Security+, Microsoft MCSE, or Cisco CCNA are considered a plus.
Is this the job for you? We would love to hear from you! Please apply directly to the role and we will get in touch with you.
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