Support Engineer II/III | $75K/$85K + Bonus | 100%

Join a 50 year old business technology solutions provider with 50+ employees as their Level II/III Support Engineer.

Compensation:

$70-$75K (for Levell II) / $80-$85K (for Level III) + Bonus

Benefits & Perks:

• 100% Remote (but must be local to the Philadelphia region - potential for customer site visits 3-4 times per year)
• 401K
• Medical Insurance
• Dental Insurance (company pays 100% of premium)
• Disability & Life Insurance (company pays 100% of premium)
• Flexible Spending Account
• PTO

Important Note: You must be authorized to work in the USA without any work restrictions, now and in the future, to be considered.

The Level II/III Support Engineer will:

• Open tickets & troubleshoot issues in an effort to achieve first call resolution metrics.

• Consistently adhere to defined department policies & procedures for processing, escalating, notifying & closing tickets.

• Troubleshoot & address second level support tickets.

• Utilize general troubleshooting techniques & available resources provided in order to diagnose & resolve issues.

• Fully document all associated resolutions and/or actions taken in the ticketing software system by means of knowledgebase articles & other technical documentation.

• Provide routine preventative maintenance tasks as defined by service level agreements.

• Assist with client onboarding projects & other tasks/projects as assigned.

• Assist with process improvements and service delivery on a continuing basis.

• Responsible to maintain relevant technical certifications as needed. Includes, but not limited to, Microsoft, Citrix, VMWare, and Cisco certifications.

• Provide off-hours support for emergency calls as a member of an on-call rotation. (on-call rotation every 2 months) (time & a half for on-call)

Successful Level II/III Support Engineer applicants must have 4+ years of experience with Office 365, Windows Server, Azure, Citrix, and Active Directory.

Additional Qualifications:

• Must come from another MSP or IT Services company where they serve small to medium-sized businesses.
• Must have tech-related college/university degree.
• Must be local to the Philadelphia, PA region.

Your application will be reviewed within 24-hours. If there’s a match, a member of the IT Pros team will be in contact with you to coordinate a video/phone interview. You must submit your application to be considered – please no phone calls or third parties = NO RPOs.

Interview Process:

• Round 1 = Phone/Video Interview w/IT Pros (15 minutes)
• Round 2 = 30-60 minute Interview w/Hiring Manager & Tech Team
• Round 3 = References + Decision

Brought To You By IT Pros

Awards: Best IT Recruitment Agency – Philadelphia, US Business News | Best Technology Staffing Recruitment Agency – Philadelphia, by CV Magazine | Best Employment Agency – Philadelphia, by Philadelphia Award Program | Largest Business Networking Association – Philadelphia, by Philadelphia Business Journal | 100 Top Companies with Remote Jobs – USA, by FlexJobs.