IT Support Engineer - Level 2

Computer Integration Technologies, Inc.•Woodbury, MN

3d•$65,000 - $80,000•Remote

About The Position

Computer Integration Technologies (CIT) is hiring an IT Support Engineer to resolve customer service tickets and provide ongoing support across desktop, server, network infrastructure, and cloud computing environments. The role requires a service-first mindset, clear and empathetic communication, and the ability to independently resolve a wide range of issues while delivering timely, effective solutions. The engineer supports small and medium-sized businesses and works remotely within the United States, with local travel to customer sites potentially required based on proximity. Most end-user interactions are virtual, and web cameras are expected to be on during internal and external meetings. The regular schedule is 8:00 a.m.–5:00 p.m. Central Time, Monday through Friday. The role may also require shift work in a 24/7/365 environment, including evening, overnight, weekend, and holiday rotations, as well as participation in an on-call rotation. Engineers who do not already hold them must obtain CompTIA A+ and Network+ certifications within their first year at CIT. CIT describes a collaborative, learning-focused, and fun culture, with paid vendor certifications, ongoing training, and development opportunities. The stated salary range is $65,000–$80,000, with compensation based on experience, performance, subject-matter expertise, and other job-related factors.

Requirements

At least 3 years of professional experience in computer networking, NOC, or helpdesk environments.
Advanced knowledge of troubleshooting 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.
Ability to solve problems independently and as part of a collaborative team.
Strong computer and typing skills.
Must be authorized to work in the United States.
A criminal background check and professional reference check will be conducted as part of hiring. A CJIS background check may be required after hiring depending on team assignment.

Nice To Haves

At least 2 years of experience working with a managed service provider (MSP).
Industry-recognized certifications such as CompTIA A+, CompTIA Network+, or CCNA.

Responsibilities

Manage, update, and support customer infrastructure, including firewalls, switches, access points, hypervisors, servers, SANs, desktops, VPNs, and Microsoft Azure.
Prioritize and address high-impact tickets, efficiently allocating time and resources to ensure timely resolution.
Ensure solutions fully address customer needs and contribute to long-term success, beyond simply resolving tickets.
Communicate regularly with customers and CIT employees verbally and in writing to address and resolve issues.
Maintain accurate records of support activities, including ticket updates, resolutions, and customer interactions.
Meet or exceed KPIs related to ticket resolution time, customer satisfaction, and other relevant metrics.
Participate in ongoing education and training; obtain CompTIA A+ and Network+ within the first year if not already certified.
Participate in an on-call rotation, including weekends and holidays, and work shift rotations as required.
Perform other duties and responsibilities as assigned.