IT Support Engineer - Level 2
Level 2 IT Support Engineer at CIT, a managed IT services provider, resolving customer tickets across desktops, servers, network infrastructure (firewalls, switches, VPNs, SANs) and Microsoft Azure/cloud environments, with on-call and possible 24/7 shift work. Remote within the US, 8am-5pm Central; requires 3+ years in networking, NOC, or helpdesk.
- Compensation
- $65K–$80K / yr
- Location
- REMOTE, Woodbury, MN, US
- Work setup
- Remote
- Seniority
- Not specified
- Employment
- Not specified
- Experience
- 3+ years
- Category
- It support
- Posted
Skills
Must have
- 3+ years of professional experience in computer networking, NOC, or helpdesk environments
- Advanced knowledge of troubleshooting network devices and configurations
- Intermediate Microsoft 365 knowledge and support experience
- Intermediate Active Directory design, implementation, and administration skills
- Intermediate knowledge of computer hardware and multiple operating systems, including Windows Desktop and Server OS, macOS, and virtualization platforms (VMware, Hyper-V, or Scale)
- Ability to perform tasks with minimal supervision
- Solve problems independently and as part of a collaborative team
- Strong computer and typing skills
- Participation in an on-call rotation, including weekends and holidays; capacity for evening, overnight, weekend, and holiday shift work in a 24/7/365 environment
- Must be authorized to work in the United States
- Obtain CompTIA A+ and Network+ certifications within first year if not already held
- Criminal background check and professional reference check; possible CJIS background check depending on team assignment
Nice to have
- 2+ years of experience working with a managed service provider (MSP)
- Industry-recognized certifications such as CompTIA A+, CompTIA Network+, or CCNA
Full description
At CIT, we're on a mission to revolutionize the way businesses harness technology. Our passion lies in crafting and implementing IT solutions that propel our customers forward. As a team, we're committed to empowering small & medium-sized businesses with a suite of game-changing services. From managed IT & cybersecurity to cloud solutions & physical security, we're the tech allies businesses trust to navigate the digital landscape.
Why Work Here
At CIT, you’ll work with a team of experts who are as passionate about their craft as you are in a collaborative, learning-focused, and fun environment. We offer:
- Career Growth – Paid vendor certifications, ongoing training, and development opportunities.
- Flexible Time Off – Take time off when you need it with our generous FTO policy.
- Great Benefits – Medical, dental, vision, 401(k) with employer match, paid volunteer time, paid parental leave, and more.
- Values-Driven Culture – Work in an environment that consistently wins Twin Cities’ Best Workplace awards year after year.
Position Summary
As an IT Support Engineer, you’ll resolve customer service tickets and provide ongoing support across desktop, server, network infrastructure, and cloud computing environments. We’re looking for a service‑first mindset and a genuine passion for taking care of customers demonstrated by communicating clearly, acting with empathy, and delivering timely, effective solutions. You will bring professional experience in computer networking, NOC, or helpdesk environments, along with the ability to independently resolve a wide range of support issues.
Core Functions
- Manage, update, and provide support for customer infrastructure, encompassing firewalls, switches, access points, hypervisors, servers, SANs, desktops, VPNs, and Microsoft Azure.
- Pivot to prioritize and address high-impact tickets, efficiently allocating time and resources to ensure timely resolution.
- Go beyond resolving tickets to ensure that solutions fully address customer needs and contribute to long-term success.
- Regularly communicate with customers and CIT employees via verbal and written communication to address and resolve issues.
- Maintain accurate records of support activities, including ticket updates, resolutions, and customer interactions.
- Meet or exceed Key Performance Indicators (KPIs) related to ticket resolution time, customer satisfaction, and other relevant metrics.
- Participate in ongoing education and training. Engineers must obtain the CompTIA A+ and Network+ certification within their first year at CIT if they don't already have them.
- This position may require shift work in a 24/7/365 environment and the capacity to work evening, overnight, weekend, and holiday as required.
- Perform other duties and responsibilities as assigned.