Level 2 Support Engineer

All Copy Products; Chandler (AZ); On-site; USD 34,000 - 47,000; Full time

Benefits offered by this job

Generous vacation policy

Medical, dental, vision insurance (em

Disability insurance

Group life insurance

Employee Assistance Program (EAP)

Pet insurance (optional)

401(k) with company match

FSA/HSA & commuter benefits

Career growth opportunities

Job summary

All Copy Products seeks a Level 2 Engineer to deliver remote and on-site IT support for clients. You will troubleshoot desktops, servers, firewalls, switches, printers, and related software, reporting in real time and maintaining documentation. Collaboration with cross-functional teams is essential.

Minimum 4+ years in Help Desk or higher, with Network+ and cloud experience. On-site work is required, and AZ-900/Azure skills are a plus. Competitive hourly salary and full benefits offered.

Qualifications

• 4+ years in a Help Desk or Level 2+ support role.
• Cloud networking exposure and end-user environment experience.
• Azure knowledge is a plus.

Responsibilities

• Provide high-quality Level 2/2+ support for desktops, servers, and network devices.
• Resolve escalated tickets and transfer knowledge to Level 1 technicians.
• Create KB articles and maintain documentation in IT Glue and ticketing system.
• Meet SLA KPIs and perform on-site visits when required.

Skills

Written & verbal communication

Troubleshooting

Ticket prioritization

Process improvement

Windows 10/11

Office 365 (Outlook, Excel, Word)

On-site & remote support

Education

A+ Certification

Network+ Certification

Security+ Certification

AZ-900 / Azure admin basics

Windows 10/11 proficiency

Tools

IT Glue

Ticketing system

Job description

At ACP and Verticomm our goal is to assist our clients by optimizing technology, enhancing productivity, reducing business risk, and maximizing return on investment. Leveraging our expertise and experience, we offer a customized approach to designing, developing, and implementing end-to-end technology solutions scaled to meet client needs.

As a rapidly growing company, we are seeking talented individuals to join our team. We are currently looking for someone who is team-oriented, innovative, great at helping customers, and someone who is looking for an opportunity to use their skills and talents to grow professionally.

Our Verticomm team is expanding, and we are currently seeking a talented Level 2 Engineer to work in a collaborative team environment assisting our clients with their technical support needs.

www.verticomm.com

The Level 2 Engineer is responsible for remote and onsite service and support for our IT clients. This relates to all technology, including Desktop/Laptop workstations, servers, firewalls, switches, network printers, wireless network elements and vendor specific hardware/software.

To perform this job successfully an individual should meet and demonstrate the following.

Primary Responsibilities:

• Responsible for producing high quality work during normal business hours.
• Responsible to report all work completed in our ticketing system in real time.
• Responsible for following all documentation, policies, process and procedures as laid out by the Department head.
• Responsible to resolve all escalated tickets and perform a knowledge transfer to Level 1 technicians as time permits.
• Responsible for creating KB's articles in our ticketing system and IT Glue repository.
• Responsible to meet Key performance measurements around SLA.
• Responsible to go to Client locations when necessary to resolve end user issues or do maintenance on Network equipment.

Essential duties

• Abilities to effectively execute standard requests for Support tickets relating to Desktop/Laptop hardware, software related as they are escalated.
• Ability to perform advanced troubleshooting of hardware and software issues triage incidents appropriately providing resolution.
• Ability to perform advanced troubleshooting for clients end user server/application systems.
• Ability to perform advanced network functionality tests to isolate local system issues or a wider network issue.

Knowledge/Skills

• Excellent written and oral communication skills.
• Excellent troubleshooting skills.
• Ability to identify. Manage tactical priorities.
• Ability to decipher ticket urgency and set priorities to meet client needs based on SLA
• Assist in process and procedure improvements.
• Advanced knowledge of Windows Operating Systems, WIN 10 and Win 11
• Advanced knowledge of Office suites products with primary focus on Outlook 365, Excel and Word

Education/Certifications: preferred certifications

• A+ Certification
• Network+ Certification
• Security+ Certification
• MS 900
• AZ 900
• Azure Administrator 104
• Microsoft 100- 365 Identity Services
• Windows 10 and Windows 11

Experience:

Minimum of 4 or more years of experience in Help Desk of Level 2 or higher support role.

Achieved minimum of Network + certification and has worked with cloud network and end user environments.

Advanced IT education is a plus with experience in Azure.

Salary:

$25-$34 per hour or higher based on credentials and experience.

Work environment:

Candidates should be comfortable with an on-site presence to support collaboration, team leadership, and cross-functional partnership.

Benefits and Perks:

• Generous vacation policy, paid holidays, and paid sick time
• Medical Insurance, Dental Insurance, and Vision Insurance (employee-paid)
• Short-Term and Long-Term Disability Insurance
• Company-paid Group Life insurance
• Company-paid Employee Assistance Program (EAP)
• Employee-paid Pet Insurance and optional supplemental insurance coverage
• Vested 401(k) with company match and financial wellness programs
• Flexible Spending Account (FSA), Health Savings Account (HSA) and commuter benefits options
• Career growth and learning opportunities

and so much more!

Other reasons why you should join our team:

We were recently awarded INC Magazine's recognition as a top 50 fastest growing companies in Colorado and we're included in INC Magazines list of top 5000 fastest growing company in the US for the 10th year in a row! We have consistently grown double digits since 2000.

Why join our team:

We believe hard work, employee recognition, teamwork and collaboration are key to success for our team and our clients. We believe in giving back and supporting our community and participate in numerous charitable events through our partnerships, client relationships and company sponsored events.

We have a strong philosophy and proven track record of promoting from within and offer numerous career paths including:

• Team Lead, Supervisor and Management for our various departments
• Internship to hire, Specialist Sales Roles, Named Account Management, Sales and Branch Management
• Mentorship, Tiered advancement for Help Desk Specialists and Engineers, Project and Management opportunities for our IT division

We love sports and our sales teams attend multiple sporting events with clients through partnerships with the Denver Nuggets, Broncos, The Colorado Rockies, Arizona Cardinals and Diamondbacks, and the Kansas City Chiefs. Some employee events throughout the year include; picnics, happy hour events, a presidents club trip, golf outings, sports leagues and the coveted award for best chili at our annual cook off.

All Copy Products provides equal employment opportunities to all employees and applicants for employment and promotions and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.