Technical Support Engineer

Job Description

Requirements
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### Must have:

### - We are looking for someone with a degree in an IT-related field and/or equivalent certifications, preferred. - We need at least 5 years of technical support troubleshooting experience. - We require at least 1 year of experience in an escalation or Tier 2 support position. - We expect strong multitasking skills with the ability to prioritize work by urgency. - We require solid hands-on experience with Windows OS, Windows Server, and Microsoft 365. - We look for working knowledge of server and desktop virtualization. - We need familiarity with cloud business applications, operations, and infrastructure. - We require practical experience with networking at L1 and L2 levels. - We expect comfort with network and server monitoring and troubleshooting. - We value knowledge of backup solutions, as well as security and compliance practices. - We look for experience with patch management, access administration, and storage management. - We require the ability to work effectively in a cross-functional team. - We expect familiarity with ticketing platforms, remote desktop tools, and network monitoring software. - We need strong attention to detail when documenting support requests, troubleshooting steps, and resolutions.

Responsibilities:
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- We resolve complex technical issues involving hardware, software, and networking. - We serve as the escalation point for unresolved Tier 1 cases and drive timely resolutions. - We work closely with internal teams, vendors, and clients to address recurring or high-impact technical problems. - We document support interactions, troubleshooting actions, and outcomes in our ticketing system. - We contribute to our knowledge base by capturing recurring issues and fixes for future use. - We proactively monitor system performance to detect issues before they affect users. - We maintain clear communication with clients and provide timely updates and status reports. - We support Tier 1 engineers by offering guidance, training, and mentorship on troubleshooting methods and best practices. - We follow standard help desk procedures. - We work toward daily utilization targets. - We participate in the on-call rotation. - We stay current on technology changes, updates, and best practices.
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Company:
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We are Integrated IT Group, a comprehensive provider of managed, shared, and standalone services for clients throughout Northeast Ohio. Our offerings include managed IT support, cloud solutions, cybersecurity, network solutions, IT consulting, mobile solutions, and disaster recovery for commercial and public sector organizations. We are an equal opportunity employer committed to fair hiring practices and an inclusive workplace.
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