IT Support Engineer – Level 2

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

📋 Description

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

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

• Prioritize and manage high-impact tickets while effectively allocating time and resources.

• Ensure that solutions comprehensively meet customer needs and contribute to long-term success.

• Interact with customers and CIT employees through both verbal and written communication.

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

• Achieve or surpass KPIs for ticket resolution time, customer satisfaction, and other key metrics.

• Engage in continuous education and training.

• Participate in on-call duties and potentially 24/7/365 shift rotations, including evenings, nights, weekends, and holidays.

• Perform other assigned duties and responsibilities.

⛳️ Requirements

• A minimum of 3 years of professional experience in computer networking, NOC, or helpdesk settings.

• Advanced understanding of managing network devices and configurations.

• Intermediate knowledge and support experience with Microsoft 365.

• 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 execute tasks with minimal supervision.

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

• Strong computer proficiency 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 require passing a CJIS background check after hiring, depending on team assignment.

• Must obtain CompTIA A+ and Network+ certifications within the first year if not already held.

• Must be available to work evening, overnight, weekend, and holiday shifts as needed.

• Desired: At least 2 years of experience working with a managed service provider (MSP).

• Desired: Industry-recognized certifications such as CompTIA A+, CompTIA Network+, or CCNA.

• A web camera is required during both 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 match.

• Paid volunteer time.

• Paid parental leave.

• Flexible work schedules.

• Employer-sponsored rewards & recognition program.

• Fully remote work schedule.

• Positive work-life balance.

• Continuous learning opportunities.

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