Tier 2 Support Engineer

Valid8 Financial, Inc.; Stevens Point (WI); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Competitive compensation

Healthcare with dental (full insurance plan)

Paid vacation and paid holidays

Relocation assistance available

Job summary

Wildcard Corp. is seeking a Tier 2 Support Engineer to provide advanced support to customers and guide Tier 1 staff. This role involves problem-solving, user account setup, and maintaining corporate systems.

The ideal candidate requires US citizenship and either an Associate’s or Bachelor’s degree in a relevant field, or five years of IT experience. Strong skills in handling VoIP systems and various operating systems are essential. This is an on-site position in Stevens Point, WI.

Qualifications

• US citizenship required.
• Strong critical thinking and troubleshooting abilities.
• Excellent written and verbal communication skills.
• Ability to work on-site in Stevens Point, WI.

Responsibilities

• Resolve customer issues using a problem-solving process.
• Gather site and technical requirements.
• Provide customer updates via ticket system, email, and phone.
• Set up and update user accounts and workstations.
• Maintain backup systems according to company guidelines.

Skills

Linux

macOS

Microsoft operating systems

VoIP systems

LDAP/Active Directory

Google Suite

Slack

Trello

Jira

PowerShell

MySQL

PostgreSQL

MSSQL

Education

Associate’s or Bachelor’s degree in Computer Information Services or Network Services

Five years of relevant IT experience

Job description

Wildcard Corp. is a growing managed‑service provider seeking a Tier 2 Support Engineer to provide advanced support to customers, guide Tier 1 staff, and serve as a technical resource across the organization.

Responsibilities

• Use a problem‑solving process to resolve customer issues.
• Gather site and technical requirements.
• Provide customer updates via ticket system, email, and phone calls.
• Set up and update user accounts and workstations.
• Update knowledge‑base articles in the dashboard system.
• Support and maintain VoIP phones, mobile devices, and video‑conferencing hardware.
• Manage support for approved enterprise business applications and services.
• Provide end‑user education and training when appropriate.
• Co‑operate with staff to resolve customer issues and concerns.
• Assist in maintaining all corporate systems, applications, tools, and services with a strong focus on security.
• Track hardware assets and warranty information.
• Maintain backup systems in accordance with company guidelines.
• Work with the team to assign technical resources to issues.
• Maintain technical documentation, manuals, and IT policies.
• Conduct research on new technology stacks and provide recommendations to senior staff.
• Provide daily guidance to 2‑4 support staff.
• Work under some supervision.
• Participate in a rotational on‑call schedule.
• Lift up to 25 pounds and ascend a ladder carrying equipment (1‑15 lbs). Sit or stand for over an hour without issues.

Qualifications

• US citizenship required.
• Associate’s or Bachelor’s degree in Computer Information Services, Network Services, or five years of relevant IT experience.
• Experience with Linux, macOS, and Microsoft operating systems.
• Experience with VoIP systems.
• Experience working with LDAP, including Microsoft Active Directory.
• Experience supporting, managing, and improving workplace technologies such as Google Suite, Slack, Trello, and Jira.
• Experience using basic scripting languages, including PowerShell.
• Experience with databases such as MySQL, PostgreSQL, and MSSQL.
• Basic networking knowledge.
• Experience supporting both in‑house and remote teams.
• Strong critical thinking and troubleshooting abilities.
• Excellent written and verbal communication skills.
• Ability to work on-site in Stevens Point, WI.
• Successful completion of a background check.

Benefits

• Competitive compensation.
• Healthcare with dental (full insurance plan).
• Paid vacation and paid holidays.
• Relocation assistance available.

Wildcard Corp. is an Equal Opportunity/Affirmative Action employer. We fully comply with applicable federal, state, and local laws, rules and regulations regarding non‑discrimination in the workplace. We do not discriminate due to race, color, religion, sex, sexual preference, national origin, disability, age, military status, or veteran status.