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CIT · 8 hours ago

IT Support Engineer - Level 2

United States

Full-time

Remote

Mid Level

$65K/yr - $80K/yr

3+ years exp

CIT is on a mission to revolutionize the way businesses harness technology by providing IT solutions. The IT Support Engineer will resolve customer service tickets and support desktop, server, network infrastructure, and cloud environments, focusing on customer satisfaction and effective communication.

ComputerInformation TechnologySoftware

Diversity & Inclusion

Responsibilities

Manage, update, and provide support for customer infrastructure, encompassing firewalls, switches, access points, hypervisors, servers, SANs, desktops, VPNs, and Microsoft Azure

Pivot to prioritize and address high-impact tickets, efficiently allocating time and resources to ensure timely resolution

Go beyond resolving tickets to ensure that solutions fully address customer needs and contribute to long-term success

Regularly communicate with customers and CIT employees via verbal and written communication to address and resolve issues

Maintain accurate records of support activities, including ticket updates, resolutions, and customer interactions

Meet or exceed Key Performance Indicators (KPIs) related to ticket resolution time, customer satisfaction, and other relevant metrics

Participate in ongoing education and training. We require our Engineers to obtain the CompTIA A+ and Network+ certification within their first year at CIT if they don't already have that certification

This position may require shift work in a 24/7/365 environment and the capacity to work evening, overnight, weekend, and holiday as required

Perform other duties and responsibilities as assigned

Qualification

Computer NetworkingNetwork Device ManagementMicrosoft 365Active DirectoryVirtualization PlatformsCompTIA A+CompTIA Network+Typing SkillsProblem SolvingCommunication Skills

Required

3+ years of professional experience in computer networking, NOC, or helpdesk environments

Advanced knowledge of managing network devices and configurations

Intermediate Microsoft 365 knowledge and support experience

Intermediate Active Directory design, implementation, and administration skills

Intermediate knowledge of computer hardware and multiple operating systems, including Windows Desktop and Server OS, macOS, and virtualization platforms such as VMware, Microsoft Hyper-V, or Scale

Ability to perform tasks with minimal supervision

Solve problems independently and as part of a collaborative team

Strong computer and typing skills

Participation in an on-call rotation, including weekends and holidays

Must be authorized to work in the United States

A criminal background check will be conducted as part of the hiring process

After hiring, this position may require passing a CJIS background check depending on the team assignment