We are looking for a skilled and proactive Tier 2 Support Engineer to join our team in Canonsburg, Pennsylvania. In this role, you will leverage your technical expertise to troubleshoot and resolve complex IT issues, ensuring seamless functionality across servers, networks, and cloud systems. You will play a vital role in collaborating with clients and internal teams to provide efficient solutions and exceptional customer service.<br><br>Responsibilities:<br>• Provide advanced technical support by diagnosing and resolving issues related to servers, networks, and cloud systems.<br>• Manage and resolve escalated tickets and calls from Tier 1 support, ensuring timely and effective solutions.<br>• Assist Tier 1 support team with basic issues when necessary, offering guidance and expertise.<br>• Collaborate with team members to develop resolutions for customer challenges and document solutions.<br>• Take ownership of customer interactions and ensure thorough follow-up until issues are fully resolved.<br>• Maintain and update procedural documentation to reflect current practices and solutions.<br>• Participate in ongoing certification training to enhance technical skills and knowledge.<br>• Escalate complex issues to Tier 3 support when necessary and communicate critical incidents effectively.<br>• Remain flexible to accommodate varying shifts, including holidays and weekends.<br>• Provide high-quality customer service through clear and precise communication across all channels.

• Minimum of 5 years of experience in a managed services environment or similar role.<br>• Proficiency in troubleshooting Microsoft Windows Server (2012/2016 and newer) and Active Directory.<br>• Experience with Office365, Azure, and Microsoft Exchange.<br>• Familiarity with network operations, including fundamental understanding of TCP/IP and Cisco technologies.<br>• Hands-on experience with VMware vSphere 6.5 or higher.<br>• Knowledge of backup technologies and security practices.<br>• Strong skills in computer hardware and application support.<br>• Industry certifications such as Microsoft, Cisco, or VMware are required.

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