Onsite Support Engineer II
About The Position
As an Onsite Support Engineer II, you’ll be the front line of support for our clients, working 100% onsite at assigned customer locations. Your job is to resolve technical issues that come in through our ticketing system or phone queue, often escalating from our Level I team. You’ll handle everything from system and network troubleshooting to vendor coordination and customer walk-throughs, bringing both tech skill and a friendly, professional presence. Your days will be a mix of hands-on fixes, remote diagnostics, and documentation. You’ll manage support tickets, uphold service level agreements (SLAs), and ensure clients receive timely, effective solutions. This role relies on your ability to work independently while staying tightly aligned with internal procedures and escalation paths. Your success helps ensure business continuity for our clients and builds long-term trust in our IT services.
Requirements
- Ability to document work and progress in a ticketing system as tasks are completed
- Strong communication skills for both remote and in-person support
- Willingness to work entirely onsite and travel between client buildings as needed
Nice To Haves
- Proficiency in VMware or Hyper-V environments
- Knowledge of Microsoft Windows Server environments, patching, and print server drivers
- Familiarity with networking concepts such as VLANs, ISP troubleshooting, and firewall equipment
- Experience using centralized documentation systems (e.g., IT Glue)
- Comfortable working in support escalation and on-call rotations
Responsibilities
- Troubleshoot network, server, and endpoint issues (virtual or physical environments)
- Handle escalations from Level I engineers and follow escalation paths as defined in documentation
- Maintain and document IT environments in IT Glue, updating or creating new articles
- Remotely access systems to push scripts or run actions as needed
- Manage and resolve Microsoft 365, AzureAD, DHCP/DNS, and Active Directory-related issues
- Work with vendors to help restore service during outages
Benefits
- 9 paid holidays
- 401K Retirement with matching contributions
- Excellent medical, vision and dental insurance
- Life insurance and disability insurance
- Cell phone stipend
- 3 weeks PTO
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
11-50 employees
