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The Tier II Engineer is responsible for various managed IT support related to technical troubleshooting and maintenance. This is the intermediate level of technical customer support. The Tier II Engineer has a broad understanding of the hardware, software, and infrastructure unique to each Proven IT client.

Responsibilities

• Tier II receives escalations from Tier I to deliver support for Proven IT Helpdesk customers
• Analyzes and investigates the customer needs through remote diagnostics and qualifying questions over the phone
• Solves complex system and network problems using logic and knowledge
• References and contributes to Proven IT knowledge base
• Communicates and works effectively as a team with colleagues to solve client issues
• Tier II assists in server administration, network backups, installs, and special projects
• Supports wireless access points, switches, firewalls, and other critical network infrastructure components
• Routinely uses computer and network knowledge to troubleshoot and find the best solution for customer IT needs
• Willing to gain certifications on Proven IT-supported products, software and hardware systems
• Consistently reviews and prioritizes tickets and workload
• Documents troubleshooting steps and final resolution to ensure continuity in support
• Potential to work in Active Directory, Sonic Wall, Sofo, Cisco, Outlook and Exchange platforms
• Encourages and builds positive relationships and communicates effectively with co-workers, customers and third-party vendors
• Performs other duties as assigned
• This is an in-office position with up to 50% travel

Requirements

• Bachelor's degree in Computer Information Systems/MIS or other business-related field.
• 2+ years of experience working in the IT Tier I or Tier II field
• Ability to work in a physical office
• Ability to travel to client sites
• Strong knowledge of customer service
• Expertise in Windows Servers, Microsoft Active Directory
• Ability to work on a team
• Must be a strong communicator with the ability to communicate effectively with a wide range of clients
• Must possess solid analytical, communication and technology skills
• Ability to multi-task variety of assignments while working under non-negotiable deadlines; strong attention to detail
• Must maintain confidentiality of client’s sensitive information
• Excellent organizational and customer service skills
• Must be a self-motivated individual with a willingness to understand and use new technology
• Ability to climb stairs and ladder
• Must be able to work in confined spaces such as but not limited to server closets, under desks, etc.
• Must be able to lift up to 50 lbs

Certifications (Required or Equivalent): Candidates must have at least one of the following certifications, or an equivalent credential demonstrating similar technical knowledge

• CCNA
• AZ-104
• MS-102 (Microsoft 365 Administrator)
• Cisco Meraki Solutions Specialist

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individual with disabilities to perform the essential functions.

While performing the duties of this job, the employee uses his/her hands to finger, handle or feel objects, controls; reach with hands and arms; stop, kneel, or crouch; talk or hear; The employee uses computer, copier, faxing and telephone equipment. The employee must be able to walk for short periods of time and sit, and stand for long periods of time.

Benefits

GROUP HEALTH INSURANCE: After a 30-day waiting period, full-time employees (who work at least 30 hours per week) and their dependents, are eligible to enroll in health benefits through Cigna. Health options include a choice of 2 PPO plans, or a High Deductible Health plan. In addition, Dental benefits are available as well as a Vision PPO plan utilizing the EyeMed network. Proven also offers voluntary worksite benefits including critical illness and accident coverage, short-term disability insurance, supplemental life and pet insurance.

EMPLOYER PROVIDED LIFE/AD&D INSURANCE: After a 30-day waiting period, Proven IT provides a flat $25,000 Life Insurance benefit, administered by BlueCross BlueShield, to all full-time employees (who work at least 30 hours per week). Accidental Death & Dismemberment (AD&D) benefit payments are determined based on the type of loss incurred and are payable up to the full Life Insurance benefit amount. Life and AD&D Insurance coverage amounts are reduced at ages 65, 70 and 75.

EMPLOYER PROVIDED LTD: Long-Term Disability (LTD) insurance is an employer-provided benefit and provides protection from loss of income in the event that an employee is unable to work due to illness, injury, or accident for a long period of time. The elimination period is 90-days, and the maximum benefit is 60% of covered payroll up to $6000/month. This benefit is paid entirely by Proven IT and has no cost to the employee.

EMPLOYEE ASSISTANCE PROGRAM: All employees may utilize the Disability Resource Services through BlueCross BlueShield of Illinois to assist themselves and their immediate family with convenient resources to help address emotional, legal and financial issues. Telephonic counseling and web-based services are available as well as a limited number of geographically accessible face-to-face sessions. 401K PLAN: All employees are eligible after 120 days of service to contribute on either a pre-tax or post-tax (Roth) basis to the 401K plan, administered by Principal Financial Services. Proven offers an employer match equal to 100% of the first 3% of deferrals plus 50% of the next 2% of deferrals.

FINANCIAL ADVISORY SERVICES: Proven IT partners with Merrill Lynch to offer financial advisement to all employees. Merrill Lynch financial advisors are available to assist employees at no cost, with their 401k and retirement questions.

PAID TIME OFF POLICY: Proven provides a competitive paid time off policy for all full-time regular employees after a 90-day waiting period. Proven IT empowers their employees to work with their managers and team to coordinate all time off.

FAMLI LEAVE: Proven IT and the state of Colorado offer a parental leave program for medical, family and safe leave needs for up to 12 weeks in a year.

Proven IT Colorado dba PDS is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive workplace and welcome applicants from all backgrounds. All employment decisions are based on qualifications, merit, and business needs. If you need assistance or accommodation during the hiring process, please contact us.

This job description reflects management’s assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned.