What are the responsibilities and job description for the Technical Support Engineer - Tier 2 position at INTEGRATED IT GROUP LLC?
Job descriptionWe are currently seeking a self-motivated and dedicated individual to join our Technical Support team. This role requires a broad array of technical knowledge to support our clients located throughout Northeast Ohio. The primary responsibilities include providing onsite advanced troubleshooting for our clients, handling escalated issues from Tier 1, interfacing with our ticketing platform, and working in our managed services system. The qualified individual will possess superior customer service and communication skills and the ability to solve problems and multi-task effectively in challenging situations. The capacity to work independently as well as part of a team is critical.Essential FunctionsResolve complex technical issues, focusing on hardware, software, and network problemsAct as the point of escalation for unresolved Tier 1 issues, ensuring timely and effective resolutionsCollaborate closely with relevant teams, vendors, and clients to address and resolve recurring or high-impact technical issuesAccurately document all support interactions, troubleshooting steps, and solutions in a ticketing systemContribute to the internal knowledge base by documenting recurring issues and resolutions for future referenceProactively monitor system performance to identify potential issues before they impact usersMaintain clear and effective communication with clients, providing timely updates and transparent status reportsProvide guidance, training, and mentorship to Tier 1 engineers, sharing troubleshooting techniques and best practicesFollow standard help desk proceduresAchieve daily utilization goalsParticipate in the on-call rotation scheduleProactively stay current with technology changes, updates, and practices Experience RequiredDegree in IT relevant field and/or equivalent certifications (preferred)Minimum 5 years’ experience troubleshooting in a technical support roleMinimum 1 year of experience in an escalation or Tier 2 support roleProven ability to manage multiple concurrent tasks and to prioritize them based on urgencyStrong experience with Windows OS, Windows Server, and Microsoft 365Working knowledge of server and desktop virtualizationFamiliar with cloud business apps, operations, and infrastructureHands-on experience with networking L1 and L2Comfortable with network and server monitoring and troubleshootingKnowledge of backup solutions and security and compliance practicesExperience with patch, access, and storage managementAbility to work effectively within a cross-functional teamFamiliarity with ticketing systems, remote desktop tools, and network monitoring softwareProven attention to detail in documenting support requests, troubleshooting processes, and resolutionsIntegrated IT Group is an equal opportunity employer and does not discriminate in hiring or employment, in accordance with the requirements of all applicable laws, including race, color, religion, national origin, ancestry, age, gender, marital status, military status, sexual orientation, disability, or medical condition. Company DescriptionIntegrated IT Group is a comprehensive provider of managed, shared, and stand-alone services for clients throughout Northeast Ohio. These services include managed IT support, cloud solutions, cybersecurity, network solutions, IT consulting, mobile solutions, and disaster recovery for companies in commercial and public sector markets.
Salary : $65,000 - $75,000