IT Support Engineer – Level 2

This is a fully remote position, open to applicants in Minnesota.

📋 Description

• Address customer service tickets while delivering continuous support across desktop, server, network infrastructure, and cloud computing environments.

• Oversee, update, and assist with customer infrastructure, which includes firewalls, switches, access points, hypervisors, servers, SANs, desktops, VPNs, and Microsoft Azure.

• Prioritize and manage high-impact tickets, ensuring efficient use of time and resources.

• Guarantee that solutions effectively meet customer needs and foster long-term customer success.

• Engage in regular communication with customers and CIT personnel through both verbal and written channels.

• Keep precise records of support activities, ticket updates, resolutions, and customer interactions.

• Achieve or surpass KPIs related to ticket resolution times, customer satisfaction, and other pertinent metrics.

• Partake in ongoing education and training initiatives.

• Join on-call rotations and 24/7/365 shift schedules as necessary.

• Undertake additional duties and responsibilities as assigned.

• Conduct the majority of end-user interactions in a virtual setting.

• Maintain active web cameras during both external and internal meetings.

⛳️ Requirements

• At least 3 years of professional experience in computer networking, NOC, or helpdesk environments.

• Advanced understanding of managing network devices and their configurations.

• Intermediate knowledge of Microsoft 365 and relevant support experience.

• Intermediate skills in Active Directory design, implementation, and administration.

• Intermediate familiarity with computer hardware and various operating systems, including Windows Desktop and Server OS, macOS, and virtualization platforms such as VMware, Microsoft Hyper-V, or Scale.

• Capability to perform tasks with minimal oversight.

• Ability to solve problems autonomously as well as collaboratively within a team.

• Strong computer and typing skills.

• Willingness to participate in an on-call rotation, including weekends and holidays.

• Must be authorized to work in the United States.

• A criminal background check and professional reference check are required as part of the hiring process.

• May need to pass a CJIS background check post-hire, depending on team assignment.

• A minimum of 2 years of experience working with a managed service provider (MSP) is preferred.

• Industry-recognized certifications such as CompTIA A+, CompTIA Network+, or CCNA are desired.

• CompTIA A+ and Network+ certifications must be obtained within the first year at CIT if not already possessed.

🏝️ Benefits

• Paid vendor certifications.

• Continuous training and development opportunities.

• Generous flexible paid time off policy.

• Medical insurance.

• Dental insurance.

• Vision insurance.

• Life and disability insurance.

• 401(k) with employer matching contributions.

• Paid volunteer time.

• Paid parental leave.

• Flexible work schedules.

• Employer-sponsored rewards and recognition programs.

• Collaborative, learning-focused, and enjoyable work environment.

• Positive work-life balance.

• Award-winning culture recognized as one of the Twin Cities’ Best Workplaces.