Support Engineer II

## Job Description# Support Engineer II

• Provide technical support to corporate employees via chat, phone, email, and ticketing systems.
• Diagnose and troubleshoot end-user computing issues across Windows, Mac, and Linux platforms.
• Document customer interactions accurately and thoroughly.
• Communicate repair needs and ensure customer satisfaction with completed work.
• Follow standard operating procedures and utilize knowledge management systems.
• Maintain current knowledge of relevant policies and procedures.
• Assist in triaging and escalating system or network outages.
• Support teleconferencing systems and AV presentation equipment.
• Adhere to assigned shift schedules and maintain high productivity and quality standards.
• Minimum 2 years of experience supporting Windows, Mac, and Linux operating systems in a corporate setting.
• Minimum 3 years of experience in a help desk or desk-side support environment.
• High school diploma or equivalent.
• Associate degree in Computer Science or related field, or equivalent experience.
• Strong verbal communication skills with the ability to interact with both technical and non-technical staff.
• Ability to work independently and collaboratively.
• Commitment to quality and strong multi-tasking abilities.
• Bachelor’s degree in Computer Science or IT-related field.
• Microsoft certifications such as MCSE or MCITP (Active Directory).
• Advanced Linux systems administration skills.
• Strong troubleshooting capabilities for complex systems.
• Ability to simplify and explain complex IT concepts.
• ITIL Foundation Certification.

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