What are the responsibilities and job description for the Level 2 Support Engineer position at TotalCare IT?
Company Description
TotalCare IT is a managed IT provider based in Idaho, dedicated to offering professional businesses fortune-level IT support without the expense of full-time IT staff. With proactive monitoring and a 24-hour support desk, TotalCare IT ensures seamless operations by preventing downtime and eliminating technical issues. Our comprehensive IT solutions cover a wide range of needs including VoIP, network security, and disaster recovery, tailored for industries such as agriculture, medical, legal, and finance. We pride ourselves on phenomenal customer service, guaranteeing a response time of 30 minutes or less, and predictable budgeting through all-inclusive flat-rate services.
Role Description
This is a full-time hybrid role for a Level 2 Support Engineer based in Boise, ID, with possible occasional work-from-home flexibility. The Level 2 Support Engineer will be responsible for providing advanced technical support, troubleshooting network and system issues, and assisting with disaster recovery processes. Daily tasks include handling escalated support tickets, performing system maintenance, and collaborating with other team members to ensure client IT environments are secure and running efficiently. The role requires excellent problem-solving skills and a customer-centric approach to deliver outstanding IT support.
Qualifications
- Technical support and troubleshooting skills for hardware, software, and networking issues
- Experience with system maintenance, monitoring, and security practices
- Knowledge of disaster recovery processes and best practices
- Excellent verbal and written communication skills
- Ability to work independently and collaboratively in a hybrid work environment
- Familiarity with IT solutions for Windows, Mac OS, and Linux systems
- Industry certifications such as CompTIA A or Network , Microsoft Certified Professional (MCP), or equivalent experience
- Bachelor's degree in Computer Science, Information Technology, or related field (preferred)