IT Support Engineer - Level II – Onsite

Universal Connectivity-posted about 22 hours ago
Full-time • Mid Level
Onsite • West Hartford, CT
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Problem-solvers, team players, and lifelong learners wanted for a dynamic IT role. If you thrive on fixing complex tech challenges, building trusted client connections, and mastering new systems in a collaborative setting, join our mission to empower businesses. Success brings growth, impact, and connection. About Us Based in West Hartford, CT we are a premier Business IT and Cloud Communication Solutions Provider with a 30+ year history of empowering business clients nationwide. Our mission is to enhance our client’s growth and competitiveness with forward-thinking communication systems. Guided by our core values: pragmatic creativity, human touch, thoroughness, and happiness, we foster a collaborative and supportive culture that helps our team grow personally and professionally. What You’ll Do As a Level II Support Engineer, you will play a key role in providing advanced technical support and maintenance for client IT environments. You’ll be responsible for troubleshooting escalated issues, assisting with infrastructure administration, and ensuring seamless service delivery.

  • Provide advanced Tier 2 support for hardware, software, networking, VoIP, and cloud services issues across diverse client environments.
  • Support Microsoft technologies including Windows Server, Active Directory, Office 365, Exchange Online, and Group Policy.
  • Configure, troubleshoot, and maintain network devices including routers, firewalls, switches, and VoIP Gateways.
  • Collaborate with vendors and internal teams to resolve escalated tickets.
  • Monitor client systems and respond proactively to alerts and incidents.
  • Document solutions thoroughly and update ticketing systems with clear case notes.
  • Communicate clearly and professionally with clients regarding status and resolutions.
  • Support client service installations, moves, adds, and changes (MACs) both remotely and onsite as needed.
  • Take ownership of assigned cases and drive issues to resolution with customer satisfaction in mind.
  • Participate in team meetings and ongoing training and certification programs.
  • Participate in scheduled emergency support rotations and provide after-hours assistance as needed to ensure client systems remain operational.
  • 4+ years of relevant experience providing technical support (MSP environment preferred).
  • Proven experience with Windows Server administration, Active Directory, Office 365, and Exchange Online.
  • Strong knowledge of networking fundamentals (TCP/IP, DNS, DHCP, VLANs, routing, switching).
  • Experience configuring and troubleshooting routers, firewalls, and switches.
  • Ability to troubleshoot complex technical issues efficiently and prioritize tasks effectively.
  • Excellent verbal and written communication skills for clear client interaction.
  • Self-motivated, detail-oriented, and able to manage multiple priorities in a fast-paced environment.
  • Ability to work effectively within a team environment to achieve shared goals.
  • Passion for technology and commitment to continuous learning and professional growth.
  • Certifications such as CompTIA Network+, Microsoft Endpoint Administrator Associate, or CCNA are a plus.
  • AWS or Azure experience is a plus.
  • Competitive pay.
  • Comprehensive benefits including medical, dental, vision, life, and disability insurance.
  • Retirement savings plan with company match.
  • Paid time off.
  • Paid holidays.
  • Extensive training and certification support.
  • Opportunities for career advancement through cross train or certifications.
  • Regular team lunches and social events.
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