General Description 

Reporting to the Director of Customer Care and working closely with the Service Desk Manager, the Support Engineer II helps our customers troubleshoot software and hardware problems remotely and in-person, as well as plans and executes technical projects at our customer sites such as installing new technology infrastructure or upgrading existing components. Along with excellent customer service skills and a broad knowledge of IT solutions, the role requires solid technical expertise and experience in network design and implementation. The Support Engineer II coordinates with cross-functional teams to drive successful project outcomes, upholds our commitment to delivering high-quality managed services, and provides first-class reactive technical services work that consistently delights our customers. 

Own & Resolve Tickets 

• Own and resolve assigned tickets to company standards; monitor customer satisfaction, escalating when the resolution did not create a superior customer experience 

• Escalate issues to Engineer III for further resolution in rare cases where a problem's scope is greater than the understanding or when unable to solve or document the solution path within one hour of attempt to resolve 

• Own everything that happens to a ticket once escalated by the Service Desk Manager until issue is resolved, escalated or transferred 

• Configure, troubleshoot, and manage repair of end user devices such as Chromebooks and Apple laptops as needed 

• Provide reactive troubleshooting of a broad range of IT solutions such as Mosyle, Jamf, Zoom, Google Workspace, Office 365, Windows and macOS, Papercut, and others used in the education space 

• Configure, troubleshoot, and repair cloud systems/services and VoIP systems to meet school needs 

• Keep meticulous time records in ConnectWise ticketing system on all work completed

Document & Share 

• Analyze problems, devise effective solutions, and formulate resolution plan 

• Keep clients informed through the ticket at every step along the way: what has been done, what are the results, what are the next steps 

• Verify that the solution is still working, and no further intervention is needed, if warranted 

• Ensure tickets are documented completely to facilitate clarity for problem discovery 

• Enter time and ticket data throughout each day as work is completed 

• Keep an open line of communication with the Service Desk Manager, Director of Customer Care, and Director of Project Management 

Implement Projects 

• Execute customer project work as directed by the Service Desk Manager in collaboration with the Director of Project Management 

• Assist with architecting detailed product solutions and lead the installation of designed solutions at direction of Systems Architect 

• Manage and work closely with third party vendors and contractors, and serve as their primary contact 

• Complete project documents as specified by the Director of Project Management 

• Attend pre-project meetings and post-project analyses and reviews 

• Interact with customers on-site and remotely, planning and coordinating with them closely for successful project delivery 

• Meet or beat planned time for engineering work in each project's quote/scope 

• Keep active and contemporaneous records of time spent on each task, from preparation through completion 

Classification and Compensation

• Reports to Director of Customer Care

• Exempt, full-time

• Salary Range: $76,800 - $115,200 per year plus bonus and benefits*

How To Apply

Please submit your resume, and, in lieu of a cover letter, compose an answer to the following question (limit your response to no more than one page):​

• Describe a project you worked on where an unexpected issue arose in the middle of the project’s execution. What strategies did you employ to tackle the issue? What were the results? ​

No direct emails or phone calls please. ​

*Assumes Redwood City market. Geographic differentials will be applied to candidates residing in markets outside of KT’s headquarters location.

Paid time off, 401K match, full medical insurance, commuter benefits, remote work arrangements, and other benefits and perks are part of this role.

KT is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. KT will only consider candidates with existing authorization to work in the USA. No sponsorship will be considered. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected]. Include “Last Name, First name: Support Engineer II” in the subject line.