Support Engineer

• Resolve customer service tickets and provide ongoing support across desktop, server, network infrastructure, and cloud computing environments
• Manage, update, and support customer infrastructure, including firewalls, switches, access points, hypervisors, servers, SANs, desktops, VPNs, and Microsoft Azure
• Prioritize and address high-impact tickets while efficiently allocating time and resources
• Ensure solutions fully address customer needs and contribute to long-term customer success
• Communicate regularly with customers and CIT employees through verbal and written communication
• Maintain accurate records of support activities, ticket updates, resolutions, and customer interactions
• Meet or exceed KPIs related to ticket resolution time, customer satisfaction, and other relevant metrics
• Participate in ongoing education and training
• Participate in on-call and 24/7/365 shift rotations as required
• Perform other duties and responsibilities as assigned
• Conduct most end-user interactions virtually
• Keep web cameras on during external and internal meetings

IT Support Engineer – Level 2