Overview: The Technical Support Engineer II is responsible for the day-to-day operations of the Inovalon non-production and production environments. They will be responsible for the installation and configuration of software releases, maintaining a disciplined and stable release management process, ensuring that systems implementations occur in accordance with established Change Control procedures, implementing process improvement and automating deployment processes, providing 24x7 production support, leading and support incident resolution and long-term corrective actions. This is a 1^st tier second-level support role within the Endpoint Services team. Duties are focused on building, testing, and distributing hardware and software to new and existing Associates within an assigned area as well as providing technology support to resolve hardware and software issues both onsite at offices and remotely.  They should be responsible for providing telephone-based technical support of complex hardware/software incidents and service requests across the enterprise. The incumbent will serve as an advocate for internal and external customers in ensuring service requests are fulfilled to their satisfaction.  Responsibilities can include troubleshooting, installation, access provisioning, hardware break/fix, etc.    

Duties and Responsibilities:

• Apply advanced troubleshooting techniques to resolve hardware and software incidents onsite and remotely. 
• Function as an internal and external client representative for technology support within an assigned location(s). 
• Find correlation and problems from incident to resolution, applies emergency fixes to keep end users working while root cause analysis is assessed.
• Provide effective communication of ongoing activity related to service requirements and incidents. 
• Effectively manages work, understands, and meets SLA requirements (personal and team’s work queue) through the utilization of a ticketing process.
• Build, test and distribute equipment to new and existing employees.
• Use industry standard and internally developed tools to troubleshoot and provide local and remote support. 
• Partner with internal teams for ticket distribution at appropriate levels.
• Serve as the highest-level application support for identified issues.
• Review and optimize overall hardware configurations, and develop plans to integrate new hardware and software components.
• Support in process definition, documentation and continuous improvement in best practices.
• Develop and deliver internal training in selected relevant topics.
• Provide technical expertise and consulting to Command Center and Engineering teams.
• Implement and contribute to the knowledge base and Wiki resources to help ensure that indent information is current.
• Participate in industry and other professional networks to ensure awareness of industry standards, trends, and best practices to strengthen organizational and technical knowledge; and
• Develop effective relationships within and among departments and other Agile team members.
• Maintain compliance with Inovalon’s policies, procedures, and mission statement.
• Adhere to all confidentiality and HIPAA requirements as outlined within Inovalon’s Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position.
• On Call Policy: Participate in an on-call rotation to support critical issues, including outside standard business hours (evenings, weekends, and holidays), ensuring timely response and resolution as per defined SLAs.

Job Requirements:

• Prefer a minimum of 5+ years of experience troubleshooting in a Windows environment, end-user software support, hardware, and working with advanced problems including but not limited to, desktops, laptops, tablets, VOIP phones, printers, fax machines, and smartphones.
• Excellent understanding of Active Directory / Group Policy / Microsoft Intune / Entra.
• Strong customer service and results-oriented.
• 2+ year of working experience with different IT Infrastructure components such as Endpoint device administration / Microsoft Intune / Entra / single sign-on / Linux Servers, Wintel Servers, networks, firewalls, load balancers, VPN, Apache, LDAP, Active Directory, Exchange, Virtualization, Email systems, Enterprise monitoring and access management solutions for single sign-on.
• Problem-solving, initiative, and sound judgment.
• Troubleshoot network connectivity issues across LAN, WAN, and internet connections
• Diagnose firewall-related issues using Cisco FMC and Firepower devices
• Analyze firewall policies, access rules, NAT rules, and logs to identify traffic blocks
• Perform packet flow analysis and connectivity testing (ping, traceroute, packet capture)
• Support incident resolution and provide root cause analysis for network outages
• Collaborate with security, infrastructure, and application teams during troubleshooting
• Document troubleshooting steps, configurations, and standard procedures
• Working knowledge of Zscaler (ZIA/ZPA) and cloud security troubleshooting
• Ability to participate in scheduled non-business hour implementation and maintenance activities.
• Ability to participate in a rotating 24/7 on-call technical support schedule.
• sExperience with Service Now, or another similar ticketing system is a plus.
• Good knowledge of various Scripting Languages (PowerShell, Python).

Education:

• High school diploma required or equivalent experience.
• Associate’s degree in IT, technical field preferred or equivalent experience.

Physical Demands and Work Environment:

• Sedentary work (i.e., sitting for long periods of time).
• Frequently or constantly to lift, carry push, pull or otherwise move objects and repetitive motions.
• Subject to inside environmental conditions.
• Travel for this position will include less than 5% locally usually for training purposes.