Support Engineer- Tier 2

Ergos Technology Partners SAL Offshore•Wheat Ridge, CO

1d•$75,000 - $85,000

About The Position

We are looking for an experienced and motivated Tier 2 Technician to join our support team in Denver, Colorado. The ideal candidate has strong technical skills, excellent customer service aptitude, and a passion for technology. The position requires advanced problem-solving skills to identify and resolve complex technical and customer service issues, clear communication of technical information, and keeping up to date with new technologies and industry trends to provide accurate customer solutions. Candidates must live in or be willing to relocate to Denver, Colorado.

Requirements

At least 3 years of technical support experience in a service desk environment.
Knowledge of Windows and macOS operating systems.
Excellent verbal and written communication skills.
Strong analytical and problem-solving ability.
Excellent interpersonal skills.
Strong discovery, multitasking, organizational, and communication skills.
Professional appearance and interpersonal skills, with the ability to interact in customer service, orientation, training, and networking situations.
Previous customer service experience.
Above-average documentation skills, including documenting client issues from initial receipt through resolution and follow-up.
Knowledge of networking protocols such as TCP/IP, cloud computing technologies such as AWS and Azure, virtualization technologies such as VMware and Hyper-V, and security solutions such as firewalls and antivirus.
Must live in or be willing to relocate to Denver, Colorado.

Nice To Haves

Bachelor's degree or higher in computer science, information systems, or a related field; the degree is preferred but not required depending on experience.
Previous Managed Services experience.
Familiarity with on-premise Microsoft Exchange servers.

Responsibilities

Provide general application and end-user technical support to customers by phone and in person.
Diagnose, troubleshoot, and resolve advanced hardware, software, and peripheral issues.
Ensure customer satisfaction through timely resolution of inquiries and requests.
Determine the root cause of application or product problems across a variety of operating system platforms.
Follow Support Center processes and practices to handle calls efficiently, increase first-call resolution, and maintain accurate case and ticket reporting.
Assist with training other help desk technicians when needed.
Diagnose and support intermediate to advanced server, network, and workstation issues.
Support on-premise Microsoft Exchange servers and hosted email services, including Office 365 and third-party hosted Exchange.
Support business-level backup hardware and software solutions.
Address security issues, including spam filtering, antivirus, malware eradication, and phishing.
Configure, manage, and troubleshoot network devices, including SonicWall, Unifi/Ubiquiti, Fortinet, and/or Palo Alto firewalls, as well as Cisco, Meraki, Dell, and HP switches.
Configure and troubleshoot site-to-site VPN tunnels, AnyConnect, L2TP, and DMVPN; perform intermediate to advanced troubleshooting, including packet captures.
Configure NAT and ACL on Cisco ASA, SonicWall, and Cisco routers.
Troubleshoot and configure VLAN management.
Troubleshoot LAN and WAN routing and switching issues involving EIGRP, OSPF, MPLS, PPPOE, STP, VTP, LACP, and switch stacks.
Troubleshoot and configure NTP, DHCP, DNS, SMTP, and SNMP services.
Diagnose and support complex routing and connectivity issues.
Troubleshoot and configure VoIP telco services.
Handle additional issues and responsibilities that may arise.