Technical Support Engineer -Tier 2

Overview: Are you ready to elevate your technical support career to the next level? We are seeking a proactive and skilled Tier 2 Technical Support Engineer to join our dynamic IT team. This role is designed for someone with a strong foundation in Tier 2 support who is looking to expand their expertise in more complex technical areas including advanced software management, intermediate server management, and comprehensive network troubleshooting.

As a Tier 2 Technical Support Engineer, you will be pivotal in managing escalated technical issues that require a deeper level of IT knowledge and experience. This position offers a unique blend of hands-on problem solving, project leadership, and a chance to significantly enhance our technical operations and customer service excellence.

Join us to not only tackle advanced technical challenges but also to grow personally and professionally in a supportive and innovative work environment. Here, you will have the opportunity to work alongside industry experts, contribute to impactful projects, and advance your career through continuous learning and certifications. If you are a motivated individual passionate about technology and solving complex problems, we want you on our team!

BENEFITS:

• 4 Day - 36 Hour Flex+ work schedule
• Hybrid work environment
• Health, Dental, Vision Insurance
• 401(k) with profit sharing

Job Description: As a Tier 2 Technical Support Engineer, you will be responsible for handling escalated troubleshooting tasks, managing complex software, network, and hardware issues, and leading IT projects. This role demands advanced problem-solving skills, deep technical knowledge, and the ability to work under pressure. Your responsibilities will extend to intermediate server management, advanced software troubleshooting, and ensuring exceptional customer service during after-hours support as needed.

Key Responsibilities:

• Engineer to be dispatched to client sites for all Tier 2 support issues
• Communicate expectations, status, and progress of assigned tasks and requests
• Real-time tracking of work performed in company ticketing system
• Physically install workstations, network equipment, servers, phones, monitors, mounts, and other IT equipment
• Write training manuals, train computer users, provide advice and demonstrate use of software and hardware to end-users
• Perform field and remote service calls as assigned
• Handle escalated troubleshooting for network, database, and server-related issues.
• Manage intermediate-level server tasks including group policy objects and active directory issues.
• Lead IT projects and provide support for intermediate phone system issues.
• Provide after-hours support for urgent technical issues.
• Troubleshoot and manage intermediate-level printer and workstation issues, including hardware replacements and repairs.
• Demonstrate leadership and strong problem-solving capabilities in managing technical challenges.

Qualifications:

• Minimum three years of IT experience in a Tier 2 technical support role or equivalent.
• Interpersonal skills: customer care and telephone skills, good communication skills
• Good written communication skills to ensure timely and accurate service documentation.
• Strong understanding and skills in desktop support for Tier 2 responsibilities.
• Advanced knowledge of networking issues, software systems, and server management.
• Proficient in Windows Server environments and network equipment configuration.
• Experience with ConnectWise software or similar ticketing systems preferred.
• Experience with RMM or MSP tools preferred.
• Relevant certifications such as CompTIA A+, Network+, Microsoft Certified, or Cisco Certified Network Associate (CCNA) preferred.
• Bachelor's degree in Computer Science, Information Technology, or related field is advantageous.
• Excellent communication, leadership, and problem-solving skills.
• Ability to handle multiple tasks simultaneously and adapt to changing priorities.
• Commitment to continuous learning and professional development.
• Some lifting and physical installation may be required.

Conclusion: In conclusion, this Tier 2 Technical Support Engineer role is perfect for a dedicated professional looking to take the next step in their career. At 3C Technology Solutions, you'll join a team that values innovation, excellence, and a proactive approach to challenges. This position offers the opportunity to deepen your technical expertise, lead significant projects, and make a meaningful impact on our services and customer satisfaction. If you're ready to leverage your skills in a dynamic environment and drive forward with a passionate team, we encourage you to apply. Join us in shaping the future of tech support and enhancing our ability to deliver top-tier solutions to complex challenges.