Job Description

Service Desk Engineer (Level 2) Job Posting Summary

Summary of Position We are seeking an L2 Technical Engineer who combines proven technological expertise with outstanding personal communication skills. A positive, "can do" personality, and a commitment to providing extreme white glove customer service are key for this position. You will act as a main point of contact for service requests and an escalation point for the Service Desk team.

Key Responsibilities

• Act as an escalation point responding to L2 ticketing requests.
• Serve as the point of contact for customers for all service request types.
• Diagnose and correct hardware and software configuration problems .
• Perform fast turnaround of customer requests.
• Provide clear communication with customers, keeping them informed of incident progress, impending changes, and agreed outages.
• Build reports and maintain client relationships through clear communication and prompt follow-through on ticketing.
• Maintain asset inventory (receipt, storage, tracking, and decommissioning) and network, systems, and organizational documentation.

Essential Technical Requirements

• Operating Systems: Windows Operating systems (Windows 10 and 11) and MacOS.
• Networking: DNS, DHCP, and General Networking Troubleshooting. Proficiency with LAN/WAN - Switches, Routers, Access Points, and Firewalls (Fortinet experience a plus).
• Cloud & MDM: Microsoft Intune/Mobile Device Management (MDM) , Office 365 , Azure Virtual Desktop , and proficiency with the Azure Platform.
• Collaboration & Productivity: Experience with Microsoft M365 Suite (BP, E3, E5), Microsoft Teams, Microsoft Co-Pilot , Slack, and Adobe Pro. Provide support for conferencing systems: Teams, Zoom, and desktide support for Zoom soft phone.
• Cybersecurity: Expertise in Microsoft Entra-ID, Microsoft Authenticator, Microsoft Sentinel (SIEM), JAMF, CrowdStrike, and Proofpoint.
• Systems Management: Proficiency in ConnectWise RMM, HaloITSM, and IT Glue Documentation .

Required Skills & Experience

• Professional IT Service Desk experience with Level 2 and 3 proficiency .
• Experience in first and second level help desk/desktop support.
• Excellent Customer Service, Problem Solving Skills, and Critical thinking.
• Ability to plan and prioritize workload without supervision.
• Ability to work flexible hours and multi-task.

Education

• Bachelor’s degree in IT, Computer Science, or related field OR High School Diploma or Associate’s degree in IT or equivalent work experience.
• Microsoft Certifications and/or any other IT related certifications are a plus.

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