Support Engineer II

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ANP Advanced Network Products, Inc: A Coretelligent Company

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 1984

🔒 Cybersecurity

IT Services • Cybersecurity • Cloud Services

ANP Advanced Network Products, Inc: A Coretelligent Company is an IT services firm that specializes in smart IT infrastructure solutions to transform businesses. They provide a wide range of services including technology consulting, IT outsourcing, cybersecurity, AI & automation, data analytics, and cloud services. With a focus on maximizing productivity and ensuring compliance, ANP helps businesses achieve their strategic goals through comprehensive IT management and support.

📋 Description

• Serve as an escalation point for Remote Support Engineers and provide advanced troubleshooting across client environments • Respond to client incidents and service requests via phone, ticketing systems, and other support channels • Troubleshoot and resolve issues related to: Microsoft 365, Teams, and Exchange Online • Microsoft Entra ID and identity management • Networking, VPNs, DNS, DHCP, and connectivity • Enterprise applications and business systems • Workstations, peripherals, printers, mobile devices, and endpoint hardware • Backup and recovery operations • Coordinate vendor escalations and third-party support engagements when necessary • Maintain accurate ticket documentation, troubleshooting notes, and client communications throughout the incident lifecycle • Provide timely updates to clients and internal stakeholders regarding issue status and resolution progress • Support file restoration, network access, messaging, application, and infrastructure-related requests • Assist with knowledge base development, documentation improvements, and operational process enhancements • Mentor and provide guidance to junior engineers as needed • Maintain or exceed established service delivery metrics, response times, and quality standards • Contribute to a collaborative, client-focused support environment that prioritizes accountability and continuous improvement

🎯 Requirements

• 3+ years of experience supporting end users, systems, and infrastructure within an IT support, service desk, or MSP environment • Strong troubleshooting skills across Microsoft technologies, networking, endpoint support, and enterprise applications • Experience supporting Microsoft 365, Teams, Exchange Online, and Microsoft Entra ID environments • Familiarity with networking concepts including firewalls, VPNs, DNS, DHCP, wireless networking, and connectivity troubleshooting • Ability to manage multiple priorities and maintain high-quality service in a fast-paced environment • Strong written and verbal communication skills with the ability to explain technical concepts to non-technical users • Demonstrated ownership, accountability, and customer advocacy throughout the support process • Experience documenting troubleshooting steps, creating knowledge articles, and maintaining operational documentation • Ability to follow established processes while exercising sound judgment and problem-solving skills • MSP experience strongly preferred • Commitment to delivering a white-glove client experience and serving as a trusted technical resource.

🏖️ Benefits

• Health, Dental, & Vision • Flexible Spending Account (FSA) • 401k • Health Reimbursement Account (HRA) • Health Savings Account (HSA) • Life Insurance • Disability Insurance • Paid Parental Leave • Holiday Pay • Flexible Vacation & Sick Days. • Observed company holidays, including a day off on your birthday • Spot bonuses for demonstrated excellence • Community and social events • Learning and development • Flexible working life • $100 well-being allowance • Other health & wellness perks.