Level II IT Support-Onsite-Ft. Lauderdale

SNI Technologies is looking for a Level II Support Engineer to handle more complex issues, requiring a deeper understanding of systems and applications. They are responsible for escalated tickets from L1, involving troubleshooting, and are involved in systems monitoring/maintenance, and advanced client support.

Responsibilities:

Technical Troubleshooting:
Resolve complex issues involving network connectivity, routers, firewalls, and security. Handle advanced Windows server and domain environment issues.

Escalation/Collaboration:
Act as the escalation point from L1, providing in-depth technical support and problem-solving.

Systems Monitoring/Maintenance:
Monitor and maintain systems, ensuring optimal performance and security.

Technical Best Practices/Improvement:
Implement and develop technical best practices, contributing to continuous improvement.

Client Support:
Provide high-level client support and incident resolution.

Patch Management/Remediation:
Manage and troubleshoot complex issues with patch installs, ensuring system reliability.

Office 365 Administration:
Perform advanced administration and troubleshooting in Office365 environments.
Knowledge Sharing:
Provide valuable feedback and share knowledge with Level I engineers to foster their growth.

Skills:

• Advanced understanding of operating systems/business applications/printing systems/network systems.
• In-depth knowledge of TCP/IP and experience troubleshooting complex Internet connectivity issues.
• Experience with advanced configurations of Remote Desktop Services & VPN.
• Working knowledge of complex network setups including switches/hubs/patch panels/connecting nodes.
• Proficient with various wireless technologies.
• Excellent interpersonal skills: telephony, communication, active listening, and customer-care.
• Strong skills in diagnosing and resolving complex technical issues.
• Ability to multitask effectively and adapt quickly in a fast-paced environment.
• Typing skills to ensure quick and accurate entry of detailed service request information.

Qualifications:

• Degree in IT or a related field, or equivalent practical experience.
• 3-5+ years of experience in IT (Preferably in a fast-paced environment), with a focus on advanced technical support.
• Experience with Microsoft products (AD/Azure/Cloud Products/Office365), including troubleshooting
• Advanced IT certifications (e.g., CompTIA Network+, Microsoft Certifications) are highly preferred.
• Solid knowledge of routers, firewalls, and TCP/IP protocol.
• Experience in an MSP environment and familiarity with tools like ConnectWise, N-able (SolarWinds), and IT glue are beneficial.