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 highly desirable.
- Experience 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 insurance
- Life insurance
- Paid time off
- Opportunity to work with a collaborative and innovative IT team
Schedule
- 8-hour shifts
- On-call rotation
- Occasional 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.