Tier II Field Engineer

Job description

Description We are seeking a driven and customer-focused Tier II IT Support Engineer to join our Managed Network Services team. In this client-facing role, you will provide advanced support to end users, both remotely and on-site, across a wide range of IT environments. You will act as a key escalation point for Tier I support and collaborate with Tier III engineers for high-level issue resolution. This position is ideal for someone with strong troubleshooting skills, a solid understanding of infrastructure and networking, and a passion for delivering an exceptional client experience. Key Responsibilities: - Provide on-site and remote technical support for desktop, server, and network issues for various client environments. - Escalate and work collaboratively with Tier III Engineers on complex issues involving infrastructure, security, or cloud services. - Serve as an escalation point for Tier I support, mentoring junior technicians and guiding them through more complex problems. - Travel to client sites from the office or home as needed, ensuring timely response and resolution of service requests. - Manage tickets in ConnectWise, ensuring detailed documentation of all customer int...