Technical Support Engineer - Tier 2 (hybrid)

Integrated IT Group is a comprehensive provider of managed, shared, and stand-alone services for clients throughout Northeast Ohio. These services include managed IT support, cloud solutions, cybersecurity, network solutions, IT consulting, mobile solutions, and disaster recovery for companies in commercial and public sector markets.

Job description

We are currently seeking a self-motivated and dedicated individual to join our Technical Support team. This role requires a broad array of technical knowledge to support our clients located throughout Northeast Ohio. The primary responsibilities include providing advanced troubleshooting for our clients, handling escalated issues from Tier 1, interfacing with our ticketing platform, and working in our managed services system. The qualified individual will possess superior customer service and communication skills and the ability to solve problems and multi-task effectively in challenging situations. The capacity to work independently as well as part of a team is critical. While a majority of work can be performed remotely, occasional onsite service for clients may be required.

Essential Functions

• Resolve complex technical issues, focusing on hardware, software, and network problems
• Act as the point of escalation for unresolved Tier 1 issues, ensuring timely and effective resolutions
• Collaborate closely with relevant teams, vendors, and clients to address and resolve recurring or high-impact technical issues
• Accurately document all support interactions, troubleshooting steps, and solutions in a ticketing system
• Contribute to the internal knowledge base by documenting recurring issues and resolutions for future reference
• Proactively monitor system performance to identify potential issues before they impact users
• Maintain clear and effective communication with clients, providing timely updates and transparent status reports
• Provide guidance, training, and mentorship to Tier 1 engineers, s...