Technical Support Engineer 2 (Manizales)

**About Us**: We are a small MSP (Managed Service Provider) with a team of 12 members, currently seeking a a Technical Support Specialist L2. Our core focus is empowering small businesses with specialized IT and cybersecurity solutions. We assist our clients with cybersecurity, day-to-day help desk issues, server management, Microsoft 365, cloud environments, disaster recovery, backups, and essentially anything related to their technology.

**Why should you consider our company?**
- Our #2 core value is **"Employee-Centric Growth: Investing in People, Building Success Together"**
- We genuinely care about our employees and are committed to their well-being. We believe our success is a direct result of our team's efforts. Our goal is to understand what motivates you and how we can support your financial and personal growth.
- **Our competitive incentive bonus program**:After being with our company for a year, you'll be eligible to participate in our incentive bonus program, receiving a share of our success.
- **We are dedicated to your growth! **If you are eager to expand your knowledge, we are here to support your journey to the next level in your career.

**This job is for you if...**:

- **You're eager to join a small but growing company** where your contributions are crucial to our growth, and you'll share in our collective success.
- **You excel in customer-focused IT solutions. **If you're not only tech-savvy but also enjoy engaging with customers and addressing real-world business challenges, your skills will be highly valued in this position.
- **You value personal and professional growth.** This role is perfect for those seeking a company that cares deeply about individual development. We foster an environment where employees are encouraged and supported in their career and personal growth aspirations.

**This job is **_**not**_ **for you if...**:

- **This role requires a hunger for personal and professional development. **If you're not keen on continually learning, improving, and expanding your skills, this position may not align with your career goals.
- **You don't thrive in collaborative technical environments**:Our work culture emphasizes teamwork and cooperation among technicians. If working closely with others and having a positive, constructive attitude isn't your strength, this job may not suit your work style.

**Position Responsibilities**:

- **Advanced Technical Troubleshooting**: Resolve complex issues involving network connectivity, routers, firewalls, and security. Handle advanced Windows server and domain environment issues.
- **Escalation and Collaboration**: Act as the escalation point from L1, providing in-depth technical support and problem-solving.
- **Systems Monitoring and Advanced Maintenance**:Monitor and maintain systems, ensuring optimal performance and security.
- **Technical Best Practices and Continuous Improvement**:Implement and develop technical best practices, contributing to continuous improvement.
- **Advanced Client Support**: Provide high-level client support and incident resolution.
- **Patch Management and Remediation**:Manage and troubleshoot complex issues with patch installs, ensuring system reliability.
- **Advanced Office 365 Administration**: Perform advanced administration and troubleshooting in Office 365 environments.
- **Feedback and Knowledge Sharing**: Provide valuable feedback and share knowledge with L1 engineers to foster their growth.

**Skills and Abilities**:

- In-depth knowledge of TCP/IP and experience troubleshooting complex Internet connectivity issues.
- Experience with advanced configurations of Remote Desktop Services & VPN.
- Working knowledge of complex network setups including switches, hubs, patch panels, and connecting nodes.
- Proficient with various wireless technologies.
- Excellent interpersonal skills: telephony, communication, active listening, and customer-care.
- Strong skills in diagnosing and resolving complex technical issues.
- Ability to multitask effectively and adapt quickly in a fast-paced environment.
- Typing skills to ensure quick and accurate entry of detailed service request information.
- Self-motivated with the ability to independently resolve complex problems.

**Qualifications**:

- College diploma in IT or a related field, or equivalent practical experience.
- 3+ years of experience in IT, with a focus on advanced technical support.
- Advanced IT certifications (e.g., CompTIA Network+, Microsoft Certifications) are highly preferred.
- Experience with Microsoft products, including troubleshooting Microsoft Windows & Office 365.
- Solid knowledge of routers, firewalls, and TCP/IP protocol.
- Experience in an MSP environment and familiarity with tools like ConnectWise, N-able (Solarwinds), and IT glue are beneficial.

Pay: $5,000,000
- $11,000,000 per month

Application Question(s):

- Please describe a professional experience where you demonstrated a strong passion for personal and professional growth.
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