IT Support Engineer - Level 2

Salary Range: $65,000.00 To $80,000.00 Annually At CIT, we're on a mission to revolutionize the way businesses harness technology. Our passion lies in crafting and implementing IT solutions that propel our customers forward. As a team, we're committed to empowering small & medium-sized businesses with a suite of game-changing services. From managed IT & cybersecurity to cloud solutions & physical security, we're the tech allies businesses trust to navigate the digital landscape. Why Work Here At CIT, you’ll work with a team of experts who are as passionate about their craft as you are in a collaborative, learning-focused, and fun environment. We offer: Career Growth – Paid vendor certifications, ongoing training, and development opportunities. Flexible Time Off – Take time off when you need it with our generous FTO policy. Great Benefits – Medical, dental, vision, 401(k) with employer match, paid volunteer time, paid parental leave, and more. Values-Driven Culture – Work in an environment that consistently wins Twin Cities’ Best Workplace awards year after year. Position Summary As an IT Support Engineer, you’ll resolve customer service tickets and provide ongoing support across desktop, server, network infrastructure, and cloud computing environments. We’re looking for a service‑first mindset and a genuine passion for taking care of customers demonstrated by communicating clearly, acting with empathy, and delivering timely, effective solutions. You will bring professional experience in computer networking, NOC, or helpdesk environments, along with the ability to independently resolve a wide range of support issues. Core Functions Manage, update, and provide support for customer infrastructure, encompassing firewalls, switches, access points, hypervisors, servers, SANs, desktops, VPNs, and Microsoft Azure. Pivot to prioritize and address high-impact tickets, efficiently allocating time and resources to ensure timely resolution. Go beyond resolving tickets to ensure that solutions fully address customer needs and contribute to long-term success. Regularly communicate with customers and CIT employees via verbal and written communication to address and resolve issues. Maintain accurate records of support activities, including ticket updates, resolutions, and customer interactions. Meet or exceed Key Performance Indicators (KPIs) related to ticket resolution time, customer satisfaction, and other relevant metrics. Participate in ongoing education and training. Engineers must obtain the CompTIA A+ and Network+ certification within their first year at CIT if they don't already have them. This position may require shift work in a 24/7/365 environment and the capacity to work evening, overnight, weekend, and holiday as required. Perform other duties and responsibilities as assigned. Required Qualifications 3+ years of professional experience in computer networking, NOC, or helpdesk environments. Advanced knowledge of managing network devices and configurations. Intermediate Microsoft 365 knowledge and support experience. Intermediate Active Directory design, implementation, and administration skills. Intermediate knowledge of computer hardware and multiple operating systems, including Windows Desktop and Server OS, macOS, and virtualization platforms such as VMware, Microsoft Hyper-V, or Scale. Ability to perform tasks with minimal supervision. Solve problems independently and as part of a collaborative team. Strong computer and typing skills. Participation in an on-call rotation, including weekends and holidays. Must be authorized to work in the United States. A criminal background check and professional reference check will be conducted as part of the hiring process. After hiring, this position may require passing a CJIS background check depending on the team assignment. Desired Qualifications 2+ years of experience working with a managed service provider (MSP). Industry-recognized certifications such as CompTIA A+, CompTIA Network+, or CCNA. Work Environment This position will work a fully remote schedule anywhere within the United States. The schedule is 8:00am–5:00pm (Central Time) Tuesday through Friday, and 8:00am–4:00pm Saturday. This position may require shift work in a 24/7/365 environment and the capacity to work evening, overnight, weekend, and holiday rotations as required. Local commute to customer sites may be required based on employee proximity to customers. Most end‑user interactions will be conducted virtually. Engineers are expected to have their web cameras on during both external and internal meetings. Pay Range The salary range for this role is $65,000 – 80,000. At CIT, compensation is based on total experience, performance, subject matter expertise, and other job-related factors. We are committed to fair and competitive pay that rewards contributions and impact. Benefits CIT offers competitive benefit, wage, and incentive programs. Benefits include but are not limited to: medical, dental, vision, life & disability insurance, 401(k) with matching employer contribution, flexible work schedules, paid volunteer & parental leave time, flexible paid time off policy, and an employer‑sponsored rewards & recognition program. Equal Opportunity Statement CIT is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment, regardless of their race, color, creed, religion, ancestry, national origin, sex, affectional preference, gender identity, disability, age, marital status, veteran status, status with regard to public assistance, or any other legally protected characteristics. About Us At Computer Integration Technologies (CIT), our mission is simple yet powerful: Making Technology Work for Business. Since 1992, we've partnered with organizations to transform technology from a challenge into strategic advantage. We serve as the IT member of our customers' teams, delivering innovative solutions that empower growth and success. Our culture thrives on collaboration, integrity, and passion for customer success. We believe in a positive work-life balance, continuous learning, and celebrating victories together. At CIT, every solution is tailored to meet unique business needs—whether it’s managed IT, cybersecurity, cloud services, or custom development. Our Core Values Our People – Collaborative, reliable, empowered, and accountable. Passion for Our Customers – Customers are our focus and always come first. Integrity – We do the right thing, keep our promises, and treat everyone with respect. Our Culture – Fun, positive, and balanced; we celebrate achievements. Our Solutions – Innovative, strategic, and designed to deliver real value. Join us and be part of a team that combines cutting-edge technology with a commitment to excellence, innovation, and customer care. Together, we make technology clear, understandable, and painless for businesses everywhere. Days: Tuesday - Saturday Tuesday - Friday: 8:00am – 5:00pm (Central Time) Saturday: 8:00am - 4:00pm (Central Time)