Support Engineer- Tier 2

We are looking for an experienced and motivated Tier 2 Technician to join our support team in Denver, Colorado. The ideal candidate will have strong technical skills, superior customer service aptitude and a passion for technology. The Tier 2 Technician should have a high level of customer service aptitude to effectively troubleshoot and resolve complex technical issues. They must be able to think outside the box and use advanced problem-solving skills to quickly identify and resolve more difficult customer service problems. Additionally, they must possess strong communication and interpersonal skills in order to convey technical information in a clear and concise manner. Finally, they should stay up-to-date on new technologies and industry trends so as to provide customers with the most accurate solutions.
Responsibilities:
Providing general application and end-user technical support to customers on the phone and in person
Diagnose, troubleshoot and resolve advanced hardware, software and peripheral issues
Ensure customer satisfaction by providing timely resolution of inquiries and requests
Utilize problem solving skills to determine root cause of problems with applications or products found in a variety of OS platforms
Understand process flows and practices specific to Support Centers enabling efficient call handling procedures that maximize customer satisfaction through increased first call resolution rates and promote high levels of accuracy in reporting cases/tickets
Assist with training other help desk technicians when needed
Experience diagnosing and supporting intermediate to advanced server/network and workstation issues
Familiarity with On-Premise Microsoft Exchange server is desired.
Hosted Email – Including but not limited to Office365 and 3rd party hosted exchange
Business-level backup hardware and software solutions
Security (Including but not limited to spam filtering, anti-virus, malware eradication, phishing)
Experience configuring, managing and troubleshooting wide range of network devices including SonicWall, Unifi/Ubiquiti, Fortinet, and/or Palo Alto firewalls, and Cisco, Meraki, Dell, and HP switches
Configuring and troubleshooting site-to-site VPN tunnels, AnyConnect, L2TP, DMVPN… and performing intermediate to advanced troubleshooting including packet captures
Configure NAT and ACL on Cisco ASA, SonicWALL, Cisco routers
Troubleshoot and configure VLAN management
Troubleshoot routing and switching issues on LAN and WAN including EIGRP, OSPF, MPLS, PPPOE, STP, VTP, LACP, Switch stacks…
Troubleshoot and configure NTP, DHCP, DNS, SMTP, SNMP services
Able to diagnose and support complex routing and connectivity issues
Troubleshoot and configure VoIP telco services.
Additional issues/responsibilities that may arise
Qualifications:
Bachelor's degree or higher in computer science, information systems or related field is preferred but not required depending on experience level
3+ years of technical support experience in a service desk environment
Knowledge of operating systems (Windows, MacOS)
Excellent verbal and written communication skills
Strong analytical problem solving ability
Excellent interpersonal skills
Strong discovery, multi-tasking, organizational and communication skills
Professional appearance and interpersonal skills, as well as the ability to interact in a variety of situations to include customer service, orientations, training and networking
Previous customer service experience
Above average documentation skills. Client issues should be well documented from first receipt through resolution and follow up
Previous Managed Services experience is a plus
Knowledge of networking protocols (TCP / IP), cloud computing technologies (AWS / Azure), virtualization technologies (VMware / HyperV) , security solutions (firewall / antivirus)
Candidates must live in or be willing to relocate to Denver, Colorado.

Employment type
Full-Time

Work arrangement
No