Tier 2 Support Engineer - Networking & Cloud Solutions

Ergos Technology Partners SAL Offshore; Wheat Ridge (CO); In loco; USD 65.000 - 85.000; Tempo pieno

Descrizione del lavoro

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.

Competenze

• 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)

Mansioni

• 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

Conoscenze

Customer service

Technical troubleshooting

Excellent communication

Analytical problem solving

Windows & MacOS

Formazione

Bachelor's degree in CS or related field

Strumenti

SonicWall

Unifi/Ubiquiti

Fortinet

Palo Alto

Cisco

Meraki

Office 365

VPN

Descrizione del lavoro

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.