Level 2 Support Engineer

Our Verticomm team is expanding, and we are currently seeking a talented Level 2 Engineer to work in a collaborative team environment assisting our clients with their technical support needs. www.verticomm.com The Level 2 Engineer is responsible for remote and onsite service and support for our IT clients. This relates to all technology, including Desktop/Laptop workstations, servers, firewalls, switches, network printers, wireless network elements and vendor specific hardware/software. To perform this job successfully an individual should meet and demonstrate the following.

Primary Responsibilities:

Responsible for producing high quality work during normal business hours. Responsible to report all work completed in our ticketing system in real time. Responsible for following all documentation, policies, process and procedures as laid out by the Department head. Responsible to resolve all escalated tickets and perform a knowledge transfer to Level 1 technicians as time permits. Responsible for creating KB's articles in our ticketing system and IT Glue repository. Responsible to meet Key performance measurements around SLA. Responsible to go to Client locations when necessary to resolve end user issues or do maintenance on Network equipment. Essential duties Abilities to effectively execute standard requests for Support tickets relating to Desktop/Laptop hardware, software related as they are escalated. Ability to perform advanced troubleshooting of hardware and software issues triage incidents appropriately providing resolution. Ability to perform advanced troubleshooting for clients end user server/application systems. Ability to perform advanced network functionality tests to isolate local system issues or a wider network issue. Knowledge/Skills Excellent written and oral communication skills. Excellent troubleshooting skills. Ability to identify. Manage tactical priorities. Ability to decipher ticket urgency and set priorities to meet client needs based on SLA Assist in process and procedure improvements. Advanced knowledge of Windows Operating Systems, WIN 10 and Win 11 Advanced knowledge of Office suites products with primary focus on Outlook 365, Excel and Word Advanced knowledge of Network Firewalls, Switching, and Wireless hardware.