IT Support Engineer - Level II – Onsite

Universal Connectivity • West Hartford, CT

45d • Onsite

About The Position

Problem-solvers, team players, and lifelong learners wanted for a dynamic IT role. If you thrive on fixing complex tech challenges, building trusted client connections, and mastering new systems in a collaborative setting, join our mission to empower businesses. Success brings growth, impact, and connection. About Us Based in West Hartford, CT we are a premier Business IT and Cloud Communication Solutions Provider with a 30+ year history of empowering business clients nationwide. Our mission is to enhance our client’s growth and competitiveness with forward-thinking communication systems. Guided by our core values: pragmatic creativity, human touch, thoroughness, and happiness, we foster a collaborative and supportive culture that helps our team grow personally and professionally. What You’ll Do As a Level II Support Engineer, you will play a key role in providing advanced technical support and maintenance for client IT environments. You’ll be responsible for troubleshooting escalated issues, assisting with infrastructure administration, and ensuring seamless service delivery.

Requirements

• 4+ years of relevant experience providing technical support (MSP environment preferred).
• Proven experience with Windows Server administration, Active Directory, Office 365, and Exchange Online.
• Strong knowledge of networking fundamentals (TCP/IP, DNS, DHCP, VLANs, routing, switching).
• Experience configuring and troubleshooting routers, firewalls, and switches.
• Ability to troubleshoot complex technical issues efficiently and prioritize tasks effectively.
• Excellent verbal and written communication skills for clear client interaction.
• Self-motivated, detail-oriented, and able to manage multiple priorities in a fast-paced environment.
• Ability to work effectively within a team environment to achieve shared goals.
• Passion for technology and commitment to continuous learning and professional growth.

Nice To Haves

• Certifications such as CompTIA Network+, Microsoft Endpoint Administrator Associate, or CCNA are a plus.
• AWS or Azure experience is a plus.

Responsibilities

• Provide advanced Tier 2 support for hardware, software, networking, VoIP, and cloud services issues across diverse client environments.
• Support Microsoft technologies including Windows Server, Active Directory, Office 365, Exchange Online, and Group Policy.
• Configure, troubleshoot, and maintain network devices including routers, firewalls, switches, and VoIP Gateways.
• Collaborate with vendors and internal teams to resolve escalated tickets.
• Monitor client systems and respond proactively to alerts and incidents.
• Document solutions thoroughly and update ticketing systems with clear case notes.
• Communicate clearly and professionally with clients regarding status and resolutions.
• Support client service installations, moves, adds, and changes (MACs) both remotely and onsite as needed.
• Take ownership of assigned cases and drive issues to resolution with customer satisfaction in mind.
• Participate in team meetings and ongoing training and certification programs.
• Participate in scheduled emergency support rotations and provide after-hours assistance as needed to ensure client systems remain operational.

Benefits

• Competitive pay.
• Comprehensive benefits including medical, dental, vision, life, and disability insurance.
• Retirement savings plan with company match.
• Paid time off.
• Paid holidays.
• Extensive training and certification support.
• Opportunities for career advancement through cross train or certifications.
• Regular team lunches and social events.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed