The Support Engineer II (L2) is a key technical escalation point within our MSP,
responsible for resolving intermediate to advanced issues through phone, remote, and
on-site support. This role blends deep troubleshooting expertise with proactive systems
management and hands-on client engagement, ensuring timely resolution of complex
incidents and exceptional customer satisfaction.
We are looking for an A-player - someone who is ready to roll up their sleeves, take
ownership of challenges, and thrive in a fast-paced, service-driven MSP environment.
This position offers a clear growth path into L3 Engineering, Project Engineering, or
other specialized technical roles, making it ideal for candidates who are motivated by
long-term career development within the MSP industry.
As a team, we value a service-first philosophy, collaborative problem-solving, and a
calm, professional approach when supporting clients across diverse industries.
Candidates who appreciate teamwork, continuous learning, and a client-centric mindset
will feel right at home here.
Key Responsibilities
Deliver hands-on and remote IT support to clients for hardware, software, and network issues.Install, configure, and support network equipment (routers, switches, firewalls, access points).Support and troubleshoot Microsoft technologies including Windows OS, Office 365, and Active Directory.Maintain and troubleshoot Windows and Linux servers, including virtualization platforms (VMware, Hyper-V).Handle software installations, updates, and integrations, particularly Microsoft-based environments.Utilize a ticketing system to track, update, and resolve incidents and service requests.Accurately document all technical work, including troubleshooting steps, resolutions, and preventive measures.Escalate issues as necessary and communicate status updates clearly to clients.Train users in new systems and provide best practice recommendations.Maintain knowledge of industry trends, certifications, and evolving technologies.Collaborate effectively with other IT engineers and departments on complex support cases.Participate in on-call rotation and be available for after-hours support when needed.
Required Skills and Qualifications
5+ years of relevant IT support/service experience.Strong foundation in networking concepts (TCP/IP, VLANs, DNS, DHCP, VPN).Proven experience configuring and managing switches, routers, and firewalls.Experience supporting Windows Server environments, Active Directory, and Group Policy.Familiarity with virtualization technologies such as VMware or Hyper-V.Excellent diagnostic and troubleshooting skills with both hardware and software.Strong written and verbal communication skills.Ability to multitask, prioritize, and self-manage in a fast-paced environment.Experience working with remote access tools and IT ticketing systems (e.g., ConnectWise, Autotask, ServiceNow, etc.).Valid driver’s license and reliable transportation for on-site visits.
Preferred Qualifications
MSP experience is requiredExperience with IT frameworks like ITIL, Agile, or Lean.Industry certifications (CCNA, MCSE, CompTIA A+, Network+).Spanish proficiency.Bachelor's degree in computer science, Information Technology, or related field (or equivalent experience).
Benefits
401(k)Health, dental, and vision insuranceLife insurancePaid time offOpportunity to work with a collaborative and innovative IT team
Schedule
8-hour shiftsOn-call rotationOccasional nights and weekends as needed
ZTEK is committed to fostering a diverse and inclusive environment. We are an equal opportunity employer and welcome candidates of all backgrounds.
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