Our client is seeking an Enterprise Support Engineer II, located in Dallas, Texas or Alpharetta, Georgia. The Enterprise Support Engineer II plays a critical role in supporting the organization’s enterprise technology environment and ensuring a high level of service for internal teams and clients. This position serves as a bridge between technical teams, business stakeholders, and enterprise clients by resolving technical issues, improving support
processes, and helping ensure support operations run smoothly and effectively.
As a Level II engineer, this role requires strong technical troubleshooting skills, excellent communication, and the ability to mentor Level I Enterprise Support Engineers. The Enterprise Support Engineer II will also help develop support best practices, analyze
support trends, assist with technical training, and contribute to continuous improvement across IT operations.
This role reports to the VP of IT Operations.
How You’ll Help Us Succeed
Provide Level II technical assistance and support for incoming questions, incidents, and issues related to enterprise software and hardware systems.
Troubleshoot and resolve complex technical issues across Microsoft
365, operating systems, networking, enterprise applications, and remote support environments.
Mentor and support Level I Enterprise Support Engineers by sharing technical expertise related to internal systems, tools, and processes.
Design, build, and maintain a technical equipment inventory system to ensure required resources are available for support operations.
Coordinate schedules for support staff to ensure adequate coverage during peak support periods and critical incidents.
Develop, document, and implement support processes and best practices to improve response times, service quality, and customer satisfaction.
Analyze customer feedback, support tickets, and recurring issue trends to identify areas for improvement and recommend solutions.
Collaborate with sales, finance, marketing, development, and other internal teams to understand customer requirements and implement effective technical solutions.
Conduct one-on-one training sessions for clients and internal staff on new systems, updates, and technical processes as needed.
Create reports on key performance indicators related to support efficiency, response times, resolution rates, and overall effectiveness.
Stay current with industry trends, emerging technologies, and support best practices to provide informed recommendations to clients and internal teams.
Qualifications
Applicants for this role will have:
Bachelor’s degree in Computer Science, Information Technology, or a related field.
Minimum of 5 years of experience in a technical support, systems engineering, or enterprise IT support role.
Experience working in an enterprise technology environment preferred.
Strong problem-solving skills with the ability to troubleshoot complex technical issues.
Excellent verbal and written communication skills.
Strong experience and knowledge of Microsoft 365.
Proficiency in networking concepts, operating systems, enterprise applications, and remote support tools.
Experience using ticketing systems to manage incidents, service requests, and support workflows.
Ability to work independently and collaboratively in a fast-paced environment.
Strong organizational skills and the ability to manage multiple priorities.
Ability to mentor junior team members and contribute to team development.
Nice to Have
Experience with the Atlassian software suite, such as Jira and Confluence.
Experience with Microsoft Azure services.
Certifications such as:
ITIL
CompTIA
Microsoft Certified Professional
Other relevant technical certifications