IT Support Engineer II

You will be part of Cook & Boardman’s IT Services team, which is on a mission to deliver an exceptional technology experience to all company associates. The Support Engineer II role serves the department mission by managing escalated ticket requests while applying operational judgment, completing root cause analysis for recurring issues or high-impact issues, supporting incident response and remediation, system configurations, project work, and site travel as identified. This position is remote in the state of Utah, and Texas.  Essential Functions Prioritize, manage, and resolve escalated ticket requests via a ticketing system Document all progress for each support request or project assigned to ensure proper handoff within the department when required Resolve assigned tickets timely and effectively Serve as the primary escalation point for Level I team members, providing guidance on tactical approach, prioritization, and communication strategies. Identify recurring technical issues by assessing ticket trends and work collaboratively within the department to mitigate increased ticket volume Collaborate with both the Level I team and the Systems Administration team to identify and reduce gaps in knowledge, documentation, and recurring issues through effective communication and coordination. Implement system configuration changes and updates as required Respond to and resolve critical system or network issues Participate in strategic and continuous improvement initiatives or projects identified by IT management Perform tasks during the weekly maintenance window(s) Assist with recurring task work to maintain IT infrastructure Other tasks as assigned Minimum Qualifications At least 4 years of technical support and/or 1-2 years of systems administration level work Demonstrated experience with ITSM ticket system(s) Demonstrated ability to evaluate complex technical issues, assess business impact, and determine appropriate next steps or escalation paths Demonstrated ability to document all actions taken for resolution Demonstrated experience working high impact issues where intensive troubleshooting is required for resolution Demonstrated ability to identify, plan, and implement system configuration changes Demonstrated understanding of OSI Model Experience supporting and administering Windows Operating Systems Experience with Microsoft Active Directory, Group Policy, and Virtual Server environments Experience administering Microsoft Exchange Online Fundamental understanding of other O365 services in the Microsoft Admin Center (Intune, Teams, SharePoint, etc.) Experience with network troubleshooting, firewall configurations, and VPN configurations (Watchguard, Zscaler, Aruba, etc.) The following qualifications are preferred but not mandatory: Associates’ Degree or Bachelor’s Degree in IT-related discipline Working within a multi-location environment using MPLS or BOVPN technologies Demonstrated ability to use PowerShell scripting and other automation tools CompTIA Net+, Server+ or equivalent Microsoft certifications Experience serving as a technical resource on projects relating to IT infrastructure, Operations, or Development Experience with administering Microsoft Remote Desktop Services and/or Azure Virtual Desktop Experience resolving complex networking issues, network equipment configuration, and/or LAN deployment projects Experience with vSphere and/or understanding of the build, compute, maintenance, and decommissioning of virtual machines Experience Administering Microsoft Intune and other O365 Services in the Microsoft Admin Center Knowledge, Skills, and Abilities Excellent problem-solving and analytical skills Ability to prioritize based on impact and urgency Excellent documentation skills as it relates to ticket work, documentation, project work, or change management Ability to explain technical issues clearly and concisely to non-technical users Ability to communicate effectively and professionally in both verbal and written communications at multiple levels of an organization Ability to assess ambiguous technical or operational issues where standard procedures may not fully apply, identify possible solutions, and execute or escalate properly. Serve as a technical point of guidance for the Level I team members by modeling troubleshooting approach, documentation quality, and prioritization Ability to work individually and as part of a team Ability to model sound judgment, professional behavior, and a polished appearance while representing the IT Services department Demonstrated continuous improvement mindset and the ability to identify recurring issues, inefficiencies, and gaps in tooling, documentation, or process.