IT Support Engineer - Level II – Onsite at Universal Connectivity

About Us

Based in West Hartford, CT we are a premier Business IT and Cloud Communication Solutions Provider with a 30+ year history of empowering business clients nationwide. Our mission is to enhance our client’s growth and competitiveness with forward-thinking communication systems. Guided by our core values: pragmatic creativity, human touch, thoroughness, and happiness, we foster a collaborative and supportive culture that helps our team grow personally and professionally.

What You’ll Do

As a Level II Support Engineer, you will play a key role in providing advanced technical support and maintenance for client IT environments. You’ll be responsible for troubleshooting escalated issues, assisting with infrastructure administration, and ensuring seamless service delivery.

Key Responsibilities:

• Provide advanced Tier 2 support for hardware, software, networking, VoIP, and cloud services issues across diverse client environments.
• Support Microsoft technologies including Windows Server, Active Directory, Office 365, Exchange Online, and Group Policy.
• Configure, troubleshoot, and maintain network devices including routers, firewalls, switches, and VoIP Gateways.
• Collaborate with vendors and internal teams to resolve escalated tickets.
• Monitor client systems and respond proactively to alerts and incidents.
• Document solutions thoroughly and update ticketing systems with clear case notes.
• Communicate clearly and professionally with clients regarding status and resolutions.
• Support client service installations, moves, adds, and changes (MACs) both remotely and onsite as needed.
• Take ownership of assigned cases and drive issues to resolution with customer satisfaction in mind.
• Participate in team meetings and ongoing training and certification programs.
• Participate in scheduled emergency support rotations and provide after-hours assistance as needed to ensure client systems remain operational.

What You Bring

• 4+ years of relevant experience providing technical support (MSP environment preferred).
• Proven experience with Windows Server administration, Active Directory, Office 365, and Exchange Online.
• Strong knowledge of networking fundamentals (TCP/IP, DNS, DHCP, VLANs, routing, switching).
• Experience configuring and troubleshooting routers, firewalls, and switches.
• Ability to troubleshoot complex technical issues efficiently and prioritize tasks effectively.
• Excellent verbal and written communication skills for clear client interaction.
• Self-motivated, detail-oriented, and able to manage multiple priorities in a fast-paced environment.
• Ability to work effectively within a team environment to achieve shared goals.
• Certifications such as CompTIA Network+, Microsoft Endpoint Administrator Associate, or CCNA are a plus.
• AWS or Azure experience is a plus.
• Passion for technology and commitment to continuous learning and professional growth.

Why Work With Us

• Collaborative, people-first culture rooted in trust and open communication.
• Competitive pay.
• Comprehensive benefits including medical, dental, vision, life, and disability insurance.
• Retirement savings plan with company match.
• Paid time off.
• Paid holidays.
• Extensive training and certification support.
• Opportunities for career advancement through cross train or certifications.
• Regular team lunches and social events.