Technical Support Engineer II

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

📋 Description

• Address escalated support inquiries and intricate technical challenges.

• Manage break/fix incidents, application installations, and user-level configuration modifications.

• Diagnose and resolve issues related to Windows, macOS, Microsoft 365, networking, servers, and cloud services.

• Deliver both remote and onsite support within client environments.

• Configure and maintain Windows Server environments, including versions 2016, 2019, and 2022.

• Assist with the setup of Hyper-V hosts, server administration, networking, and security responsibilities.

• Diagnose and implement SonicWall firewall solutions.

• Oversee networking switches and access points.

• Support modern technologies such as Microsoft 365, Intune, Azure, Datto BCDR, SaaS Backup, and others across client settings.

• Provide mentorship and guidance to Level I technicians.

• Work collaboratively with the technical team to ensure outstanding service delivery to clients.

• Appropriately escalate tickets and contribute to the collective technical knowledge.

• Utilize Autotask for accurate documentation, monitoring, updating, and timely escalation of tickets.

• Maintain and refresh the documentation platform.

• Ensure clear and professional communication with clients throughout the support journey.

⛳️ Requirements

• CompTIA A+ and/or Network+ certification is mandatory or must be acquired within 6 months of employment.

• Comprehensive knowledge of Windows 10/11 and macOS.

• In-depth understanding of Windows Server 2016, 2019, and 2022.

• Familiarity with SonicWall firewalls, Datto Networking, and essential networking principles.

• Basic knowledge of on-premise SharePoint administration.

• Acquainted with Microsoft 365 Office Suite and cloud services, including Intune.

• Outstanding written and verbal communication skills.

• Capability to work both independently and as part of a team.

• Strong organizational and time-management abilities.

• Ability to lift and transport necessary equipment.

• Experience in a Managed Service Provider (MSP) setting is highly preferred.

• MD-102 certification is preferred.

• Experience with Azure and/or AWS is an advantage.

• Familiarity with Datto BCDR and/or SaaS Backup is a plus.

• Experience with VOIP telephony, including Microsoft Teams, is beneficial.

🏝️ Benefits

• Competitive salary: $30 - $35/hour.

• Eligibility for quarterly bonuses: Earn up to 4% each quarter by achieving departmental KPIs and metrics.

• Coverage for medical, dental, and vision.

• 401(k) plan featuring 4% company matching with immediate vesting.

• Generous paid time off (PTO).

• Paid holidays as per company policy.

• Special dedicated PTO for birthdays.

• Additional floating holiday available.

• Educational reimbursement for certification examination expenses.

• Access to company-provided training resources.

• Salary increases following the successful completion of approved certifications.

• Monthly stipend for cell phone expenses.

• Engaging events and opportunities to connect with colleagues.