IT Support Engineer - Level 2

Who We Are

It all started with two guys on a fishing dock. Their goal was to make technology clear, understandable, and painless for business. Since 1992 Computer Integration Technologies’ focus on people, solutions, cybersecurity, hardware, software, and the future make technology work for everyone. We are the IT member of our customers team and the experts in the ever-changing technology landscape. We Make Technology Work For Business. **

OUR CORE VALUES**

Our People – Our employees are collaborative, reliable, empowered, passionate, dedicated, committed and accountable.

Passion – Customers are our focus and always first.

Integrity – Do the right thing, we do what we say and are always respectful.

Our Culture – We believe in a life/work balance, is fun and positive. We celebrate the victories.

Our Solutions – Are innovative, the best technologies and are the right fit to provide strategic value. **

Who You Are**

Do you have a passion for technical problem-solving? Do you love helping others by sharing your technical knowledge? Are you an advocate for customers, and do you enjoy researching and implementing best practices pertaining to IT? **

Job Description**

As a Support Desk Engineer, you will troubleshoot and work towards remote resolutions to customer’s technical issues. With your focus on customer service, you will provide effective and timely support and solutions. Please note that this position's schedule will be 8pm - 4am Central Time, Monday through Saturday. **

Responsibilities**

Customer Support:

• Answer customer support calls promptly.
• Create and manage tickets based on customer inquiries.

Issue Resolution

• Research questions using available resources.
• Set clear expectations with customers for follow-up and issue resolution.
• Communicate effectively with customers regarding managed IT systems.

Workflow Management

• Utilize the Agile process to efficiently work on tickets.

Documentation

• Quickly and accurately identify, document, and update customer details and actions taken in tickets.

Technical Troubleshooting

• Troubleshoot network, device, and software issues within defined SLAs.
• Collaborate with vendors as needed to resolve complex issues.

Professional Development

• Participate in training within the IT department.

Operational Responsibilities

• Maintain regular and predictable attendance and punctuality.
• Take part in Standby Engineer rotation.
• Be flexible for shift work in a 24/7/365 environment, including evenings, overnight, weekends, and holidays as required.

Qualifications

• Previous experience working with a managed service provider (MSP).
• Familiarity with hardware and various operating systems, including:
  • Windows Desktop OS
  • Mac OS
  • Windows Server 2012/2016/2019
  • VMware and Microsoft Hyper-V
  • Experience with mobile devices (both Android and iPhone).
• Microsoft 365 knowledge and support experience.
• Professional, team-oriented, and detail-oriented individual.
• Strong problem-solving skills.
• Ability to perform tasks with minimal supervision.
• Excellent communication and customer relationship skills.
• Strong computer and typing skills with effective communication abilities.
• Ability to prioritize and efficiently work on multiple service tickets.
• Understanding of a broad range of supported applications.
• Experience managing network devices and configurations.

Preferred Qualifications

• Experience managing network devices and configurations.
• 3+ year’s professional experience in computer networking, NOC, or helpdesk environment.
• Bachelor’s degree in computer technology field or equivalent computer related work experience.
• CompTIA A+, Network+, and relevant Microsoft certifications.
• Experience with Datto RMM, Auvik, or ConnectWise.

CIT offers competitive benefit, wage, and incentive programs. Benefits include medical, dental and life insurance, 401(k), profit sharing, flexible work schedules, paid vacation, and personal time.

CIT is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment, regardless of their race, color, creed, religion, ancestry, national origin, sex, affectional preference, disability, age, marital status, or status with regard to public assistance.

Third Shift -

Monday through Saturday, 8pm - 4am CST