Tier II Field Engineer
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We are seeking a driven and customer-focused Tier II IT Support Engineer to join our Managed Network Services team. In this client-facing role, you will provide advanced support to end users, both remotely and on-site, across a wide range of IT environments. You will act as a key escalation point for Tier I support and collaborate with Tier III engineers for high-level issue resolution.
This position is ideal for someone with strong troubleshooting skills, a solid understanding of infrastructure and networking, and a passion for delivering an exceptional client experience.
Key Responsibilities:
- Provide on-site and remote technical support for desktop, server, and network issues for various client environments.
- Escalate and work collaboratively with Tier III Engineers on complex issues involving infrastructure, security, or cloud services.
- Serve as an escalation point for Tier I support, mentoring junior technicians and guiding them through more complex problems.
- Travel to client sites from the office or home as needed, ensuring timely response and resolution of service requests.
- Manage tickets in ConnectWise, ensuring detailed documentation of all customer interactions, technical steps, and resolutions.
- Regularly update and utilize internal knowledge bases to improve support consistency and efficiency.
- Support and maintain hardware (workstations, printers, network equipment), software, and mobile devices.
- Assist in Active Directory administration, server maintenance, backup monitoring, Office 365 migrations, and other key infrastructure tasks.
- Troubleshoot network-related issues including VPNs, switches, wireless access points, and firewalls.
- Monitor ticket queues and prioritize work based on business impact and urgency.
- Communicate clearly and proactively with clients about status updates, next steps, and follow-up procedures.
- Support internal initiatives related to IT documentation, process improvement, and service delivery best practices.
- Perform other duties or projects as assigned.