IT Support Engineer II

Overview

On Site
Depends on Experience
Contract - W2
Contract - 12 Month(s)

Skills

IT Support
ITIL
CompTIA

Job Details

Job Role: IT Support Engineer II

Location: Willingboro, NJ 08046)

Duration 12 months , it may extend for 24 months more

The IT Support Engineer Level II is the critical link between basic support (Level I) and advanced technical support (Level III). This role is responsible for troubleshooting and resolving complex hardware, software, and network issues that have been escalated from the first line of support. The engineer will work with cross-functional teams to diagnose system problems, maintain uptime, and ensure that technical solutions are sustainable and well documented.

Key Responsibilities:

  • Advanced Troubleshooting:
    • Resolve escalated issues from Level I support that require deeper technical knowledge.
    • Diagnose and resolve hardware, software, and network problems to minimize system downtime.
  • Issue Diagnosis & Resolution:
    • Perform system updates, installations, configurations, and maintenance.
    • Use advanced diagnostic tools to identify and isolate problems.
  • Collaboration & Escalation:
    • Collaborate with other technical teams and escalate issues to Level III support when necessary.
    • Provide clear communication to end users regarding problem resolution progress.
  • Technical Proficiency:
    • Expertise in troubleshooting across multiple platforms, including Windows, macOS, and Linux.
    • Solid understanding of networking concepts (TCP/IP, DNS, DHCP, VPN, firewall configurations, etc.).
    • Familiarity with Active Directory, virtualization, and cloud-based technologies.
  • Problem-Solving Skills:
    • Strong diagnostic abilities paired with an analytical mindset.
    • Adept at isolating issues and implementing long-term solutions.
  • Communication:
    • Excellent verbal and written communication skills, essential for providing clear instructions to end users and preparing technical documentation.
  • Experience:
    • Typically, 2+ years of hands-on experience in IT support, preferably in a Level II support role.
    • Experience with ticketing systems (such as ServiceNow, Zendesk, or similar) and remote support tools.
  • Certifications (Preferred):
    • ITIL Foundation, CompTIA A+/Network+, Microsoft certifications (MCSA or equivalent), or similar credentials.
  • Additional Requirements:
    • Ability to work in a fast-paced, support-driven environment.
    • Strong customer service orientation paired with the technical skills to resolve issues efficiently.
    • Willingness to work flexible hours, including on-call support, as needed.

- Weekly on-site presence (minimum X hours) and remote support.

- Emergency response time of two hours or less, 24/7/365.

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