IT Support Engineer – Level 2

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

📋 Description

• Address customer service tickets and deliver continuous support across desktop, server, network infrastructure, and cloud computing settings.

• Oversee, update, and maintain customer infrastructure, encompassing firewalls, switches, access points, hypervisors, servers, SANs, desktops, VPNs, and Microsoft Azure.

• Prioritize and tackle high-priority tickets while effectively managing time and resources.

• Ensure that solutions comprehensively meet customer requirements and foster long-term customer success.

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

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

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

• Engage in ongoing education and training.

• Participate in a 24/7/365 shift-work and on-call rotation as necessary.

• Execute other assigned duties and responsibilities.

⛳️ Requirements

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

• Advanced proficiency in troubleshooting network devices and configurations.

• Intermediate knowledge of Microsoft 365 and relevant support experience.

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

• Proficient understanding of computer hardware and various operating systems, including Windows Desktop and Server OS, macOS, and virtualization platforms like VMware, Microsoft Hyper-V, or Scale.

• Capability to execute tasks with minimal oversight.

• Skill in solving problems independently as well as collaboratively within a team.

• Strong computer and typing abilities.

• Participation 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 necessitate passing a CJIS background check post-hiring, depending on team assignment.

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

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

• Must achieve CompTIA A+ and Network+ certification within the first year at CIT if not already obtained.

• Availability to work evening, overnight, weekend, and holiday shifts as required.

• Local travel to customer sites may be necessary based on proximity to clients.

• A web camera is required for external and internal meetings.

🏝️ Benefits

• Paid vendor certifications.

• Continuous training and development opportunities.

• Generous flexible time off (FTO) policy.

• Medical insurance.

• Dental insurance.

• Vision insurance.

• Life and disability insurance.

• 401(k) plan with employer matching contributions.

• Paid volunteer time.

• Paid parental leave.

• Flexible work schedules.

• Employer-sponsored rewards and recognition program.

• A collaborative, learning-oriented, and enjoyable work environment.

• A positive work-life balance.