We are looking for a detail-oriented Tier 2 Support Engineer to join our team in Canonsburg, Pennsylvania. In this role, you will handle escalated technical issues, troubleshoot complex problems, and collaborate with team members to deliver exceptional customer support. This position requires expertise in server, network, and cloud systems, as well as a commitment to maintaining high standards of service.<br><br>Responsibilities:<br>• Address escalated technical issues from Tier 1 support, ensuring timely and effective resolution.<br>• Diagnose and troubleshoot problems related to servers, network devices, PCs, and cloud systems.<br>• Collaborate with team members to resolve customer challenges and improve service delivery.<br>• Provide guidance and assistance to Tier 1 support staff by responding to alerts and tickets.<br>• Take ownership of customer tickets, ensuring all interactions and resolutions are documented accurately.<br>• Escalate unresolved technical issues to the Tier 3 team while maintaining clear communication.<br>• Participate in certification training to enhance technical skills and knowledge.<br>• Update outdated procedures and contribute to the development of new documentation.<br>• Report critical incidents or complex problems that require higher-level intervention.<br>• Work flexible shifts, including weekends and holidays, to support a 24/7 operational environment.

• Minimum of 5 years of experience in a similar technical support role within a managed services environment.<br>• Proficiency in Microsoft Windows Server 2012/2016, Active Directory, and Microsoft Office 365.<br>• Experience with VMware vSphere 6.5 or higher and backup technologies.<br>• Working knowledge of network protocols, including TCP/IP, and familiarity with Cisco technologies.<br>• Strong troubleshooting skills for server, network, and PC-related issues.<br>• Certifications in Microsoft, Cisco, and VMware technologies are required.<br>• Excellent communication skills with a customer-focused approach.<br>• Familiarity with security practices and policies in IT environments.

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