Support Engineer II

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

📋 Description

• Deliver intermediate technical assistance primarily through phone and ticketing systems.

• Adhere to established protocols, oversee ticket queues, and ensure compliance with service level agreements (SLAs).

• Record all activities, projects, and tickets on a daily basis in the ticketing system.

• Transfer and document any ongoing tickets before the conclusion of each shift.

• Supervise ticket gateways and specific queues.

• Elevate issues in accordance with IT Glue documentation.

• Address escalations from the Level I team as assigned.

• Create or modify IT Glue articles based on new customer insights.

• Assist with service outage calls from ISPs and vendors.

• Foster client relationships during onsite visits.

• Travel as required, up to 25–50%.

• Uphold established call and ticket SLAs as defined by the manager.

• Maintain customer satisfaction (CSAT) scores as outlined by the manager.

• Submit weekly timesheets by the end of the shift on Friday.

• Work and document established billable hours weekly.

• Be available for on-call rotations and company-wide outage responses.

• Achieve annual goals and objectives set in HRIS, including quarterly evaluations.

⛳️ Requirements

• Strong understanding of incident management and time tracking.

• Proficient in running scripts and executing actions for remote support.

• Strong knowledge of domain controllers, group policies, and security groups within Active Directory.

• Solid expertise in VMware/Hyper-V for incident and operational support.

• Comprehensive knowledge of patching, maintenance, and distinguishing between physical/virtual Microsoft Windows/Servers; capability to add new drivers to print servers.

• Excellent troubleshooting abilities (DHCP, DNS, VLAN, and circuit/ISP issues).

• Strong working knowledge of AzureAD and Microsoft 365.

• Experience in installation, troubleshooting, and training on Microsoft Servers and Network Equipment.

• Proficient with central repositories for project documentation.

• Ability to handle equipment and effectively communicate through talking, hearing, reading, writing, and interpreting documents.

• Occasionally lift and transport objects weighing up to 25 pounds (with or without reasonable accommodations).

🏝️ Benefits

• 9 paid holidays.

• 401K retirement plan with matching contributions.

• Comprehensive medical, vision, and dental insurance.

• Life insurance and disability insurance coverage.

• Cell phone stipend.

• 3 weeks of paid time off (PTO).