IT Engineer - Tier 2

Job Summary:

The IT Engineer - Tier 2 acts as the primary point of escalation for infrastructure related issues for the Service Desk team. They will be responsible for assisting in the troubleshooting and maintenance of Cisco Call Manager, conference room equipment, and Network/Server infrastructure. This individual will immediately play a key role in handling second-level support of the Telecom, Conferencing, Network, and Server infrastructure, reaching out to third-level engineers and third-party support vendors as required.

Essential Job Functions:

• Provide Tier 2 break/fix support for Cisco phone, network systems/connectivity, and server infrastructure issues.
• Maintain conference room equipment and work closely with the business to ensure proper operation during meetings.
• Respond to escalations from the Service Desk team.
• Responsible for maintaining ServiceNow low-moderate priority ticket queue for infrastructure related issues.
• Work with third-party support and service vendors to ensure that the network, phones, and servers are operational, escalating to third-level engineers when appropriate.
• Participate in shared pager rotation, responding to and resolving production-down issues.
• Demonstrate a commitment to acquiring new skillsets and capabilities.
• Perform routine maintenance on Telecom, Conferencing, Network, and Server infrastructure.
• Assist in maintaining appropriate patching and compliance levels as required for hardware and software using tools such as SCCM and WSUS.
• Develop and maintain process documentation.
• Seek out opportunities to automate manual tasks.

Qualifications/Education/Experience/Skills:

• Strong presentation, communication, and facilitation skills (oral and written).
• Experience working with cross-functional business initiatives involving varying levels of the organization, from end users to executive leadership.
• Must be self-motivated with an ability to initiate and follow through on multiple concurrent projects under minimal supervision with high attention to detail.
• 3 years' network and server troubleshooting experience.

• BS in Computer Science or related field, or equivalent experience.

• Basic understanding of infrastructure services such as Active Directory, DNS, DHCP, DFS, Group Policy, and File/Print is required.
• Basic understanding of routing and switching protocols TCP/IP, OSPF, BGP.
• Ability to document and effectively communicate complex technical subject matter.
• Preference for breadth of IT domains, technologies, and roles.
• Microsoft 365
• General networking knowledge centered around the use of Cisco, Palo Alto, Silver Peak, and Cradlepoint devices
• Citrix desktop virtualization and application delivery
• Working with remote locations and resources
• Server virtualization by means of VMware
• On-prem, cloud, and hybrid infrastructures
• Ability to document and effectively communicate complex technical subject matter.
• High sense of urgency and flexibility in a fast-paced environment.
• Excellent problem-solving skills and attention to detail.
• Strong prioritization and organization skills.