Support Engineer- Tier 2

Ergos Technology Partners SAL Offshore; Wheat Ridge (CO); On-site; USD 65,000 - 85,000; Full time

Job summary

Ergos Technology Partners SAL Offshore in Denver, Colorado is seeking an experienced Tier 2 Technician to join our support team. The role focuses on advanced troubleshooting, clear communication, and delivering superior customer service while resolving complex hardware, software, and network issues.

Responsibilities include diagnosing problems over the phone and in person, configuring VPNs and firewalls, and assisting with training of other technicians.

Qualifications

• Bachelor's degree preferred but not required depending on experience
• 3+ years of technical support experience in a service desk environment
• Knowledge of operating systems (Windows, MacOS)
• Excellent verbal and written communication skills
• Strong analytical problem solving ability
• Excellent interpersonal skills
• Strong discovery, multi‑tasking, organizational and communication skills
• Previous Managed Services experience is a plus
• Knowledge of networking protocols (TCP / IP), cloud computing technologies (AWS / Azure), virtualization technologies (VMware / HyperV) , security solutions (firewall / antivirus)

Responsibilities

• Providing general end-user technical support to customers on the phone and in person
• Diagnose, troubleshoot and resolve advanced hardware, software and peripheral issues
• Ensure customer satisfaction by providing timely resolution of inquiries and requests
• Utilize problem solving skills to determine root cause of problems with applications or products in various OS
• Understand processes for Support Centers to maximize first call resolution and accurate reporting
• Assist with training other help desk technicians when needed
• Experience diagnosing and supporting intermediate to advanced server/network and workstation issues
• Familiarity with On‑Premise Microsoft Exchange server is desired
• Hosted Email – Including Office365 and third party hosted exchange
• Security solutions including spam filtering, anti‑virus, malware eradication, phishing
• Experience configuring, managing and troubleshooting network devices (SonicWall, Unifi/Ubiquiti, Fortinet, Palo Alto, Cisco, Meraki, Dell, HP) and VPNs
• Configure NAT and ACL on routers and firewalls
• Troubleshoot VLAN management and routing/switching across LAN/WAN
• Troubleshoot and configure NTP, DHCP, DNS, SMTP, SNMP services
• Diagnose and support complex routing and connectivity issues
• Troubleshoot and configure VoIP telco services
• Additional issues/responsibilities as arise

Skills

Customer service

Technical troubleshooting

Excellent communication

Analytical problem solving

Windows & MacOS

Education

Bachelor's degree in CS or related field

Tools

SonicWall

Unifi/Ubiquiti

Fortinet

Palo Alto

Cisco

Meraki

Office 365

VPN

Job description

We are looking for an experienced and motivated Tier 2 Technician to join our support team in Denver, Colorado. The ideal candidate will have strong technical skills, superior customer service aptitude and a passion for technology. The Tier 2 Technician should have a high level of customer service aptitude to effectively troubleshoot and resolve complex technical issues. They must be able to think outside the box and use advanced problem‑solving skills to quickly identify and resolve more difficult customer service problems. Additionally, they must possess strong communication and interpersonal skills in order to convey technical information in a clear and concise manner. Finally, they should stay up-to-date on new technologies and industry trends so as to provide customers with the most accurate solutions.

Responsibilities:

• Providing general application and end-user technical support to customers on the phone and in person
• Diagnose, troubleshoot and resolve advanced hardware, software and peripheral issues
• Ensure customer satisfaction by providing timely resolution of inquiries and requests
• Utilize problem solving skills to determine root cause of problems with applications or products found in a variety of OS platforms
• Understand process flows and practices specific to Support Centers enabling efficient call handling procedures that maximize customer satisfaction through increased first call resolution rates and promote high levels of accuracy in reporting cases/tickets
• Assist with training other help desk technicians when needed
• Experience diagnosing and supporting intermediate to advanced server/network and workstation issues
• Familiarity with On‑Premise Microsoft Exchange server is desired.
• Hosted Email – Including but not limited to Office365 and 3rd party hosted exchange
• Business‑level backup hardware and software solutions
• Security (Including but not limited to spam filtering, anti‑virus, malware eradication, phishing)
• Experience configuring, managing and troubleshooting wide range of network devices including SonicWall, Unifi/Ubiquiti, Fortinet, and/or Palo Alto firewalls, and Cisco, Meraki, Dell, and HP switches
• Configuring and troubleshooting site‑to‑site VPN tunnels, AnyConnect, L2TP, DMVPN… and performing intermediate to advanced troubleshooting including packet captures
• Configure NAT and ACL on Cisco ASA, SonicWALL, Cisco routers
• Troubleshoot and configure VLAN management
• Troubleshoot routing and switching issues on LAN and WAN including EIGRP, OSPF, MPLS, PPPOE, STP, VTP, LACP, Switch stacks…
• Troubleshoot and configure NTP, DHCP, DNS, SMTP, SNMP services
• Able to diagnose and support complex routing and connectivity issues
• Troubleshoot and configure VoIP telco services.
• Additional issues/responsibilities that may arise

Qualifications:

• Bachelor's degree or higher in computer science, information systems or related field is preferred but not required depending on experience level
• 3+ years of technical support experience in a service desk environment
• Knowledge of operating systems (Windows, MacOS)
• Excellent verbal and written communication skills
• Strong analytical problem solving ability
• Excellent interpersonal skills
• Strong discovery, multi‑tasking, organizational and communication skills
• Professional appearance and interpersonal skills, as well as the ability to interact in a variety of situations to include customer service, orientations, training and networking
• Previous customer service experience
• Above average documentation skills. Client issues should be well documented from first receipt through resolution and follow up
• Previous Managed Services experience is a plus
• Knowledge of networking protocols (TCP / IP), cloud computing technologies (AWS / Azure), virtualization technologies (VMware / HyperV) , security solutions (firewall / antivirus)
  

Candidates must live in or be willing to relocate to Denver, Colorado.