IT Service Engineer II

Role Summary

The Service Engineer II independently resolves more complex issues and assumes full ownership for end-to-end resolution. This role requires stronger technical judgment, efficiency, proactive communication, and disciplined execution in a metric-driven environment. This role may include dedicated client service assignments requiring broad technical execution, independent ownership, and cross-functional collaboration within Executech standards.

Key Responsibilities

- Resolve issues beyond Service Engineer I scope across devices, identity, Microsoft 365, networking fundamentals, and core business systems, acting as a consistent technical lead for assigned clients and queues. - Own tickets end-to-end: client updates, vendor/carrier coordination, resolution confirmation, and handoff when scope spans multiple teams. - Apply structured troubleshooting and sound judgment on when to proceed independently, escalate, or engage additional resources. - Use scripting and automation for repeatable tasks (e.g., PowerShell for standard admin actions) within approved standards. - Support security posture through correct identity verification, suspicious-activity handling, and incident escalation workflows. - Contribute to operational improvement: surface recurring issues, recommend remediation, and update KB/runbooks. - Mentor Service Engineer I staff through shadowing, pairing, and high-quality escalation feedback. - Balance client advocacy with scalability, security, and Executech standards, operating across functional boundaries when needed while adhering to change control, documentation, and escalation practices.

Typical Work Scope (Examples)

- Multi-step M365 administration (licenses, groups, mailbox permissions, SharePoint/Teams access issues) with judgment and minimal supervision. - Endpoint and device management (Intune policies, device compliance basics, BitLocker recovery, Autopilot resets) within SOP. - Identity and access management troubleshooting (Conditional Access impacts, SSO issues, MFA/Authenticator edge cases). - Backup/DR and security tooling triage (agent health, failed jobs, initial containment actions per incident SOP). - PSA/RMM improvements: suggests workflow fixes; flags recurring issue trends with evidence.

Performance Expectations (KPIs)

- SLA compliance: ≥ 90% (rolling 90-day). - CSAT: ≥ 97% positive (rolling 90-day). - Utilization: 90% utilization target. - Billable efficiency: ≥ 80% billable efficiency (rolling 90-day). - Ticket quality: meets documentation/time-entry standards; participates in QA audits. - QA target: ≥ 90/100 (< 85/100 triggers coaching plan).

Skills & Experience

- 2–5 years of IT support experience with increasing complexity (MSP experience strongly preferred). - Strong working knowledge of Microsoft 365 administration, identity, device management, and common MSP toolsets. - Able to prioritize effectively under SLA pressure while maintaining quality and client communication. - Comfortable performing intermediate troubleshooting across multiple systems and documenting evidence. - Working knowledge of PowerShell fundamentals and willingness to build safe automation (reviewed/approved).

Certification Expectations

- Hold (or actively pursue) one Microsoft role-based certification aligned to daily responsibilities (e.g., MD-102 or MS-102). - AZ-104 is recommended for engineers working regularly in Azure/M365 administration and is required for Senior promotion readiness. - (Equivalent experience may be considered where appropriate.)

IMPACT Expectations

- Integrity: make sound technical decisions; follow standards under pressure; escalate appropriately. - Mindset: continuously improve skills; adapt quickly to new tooling/standards; apply feedback independently. - Passion: own outcomes, not tasks; bring energy to problem-solving and client experience. - Accountability: drive tickets to resolution; meet KPI expectations consistently; keep work visible and up to date. - Client-Centric: manage expectations with proactive updates and clear next steps. - Teamwork: share knowledge; mentor; contribute constructively to execution improvements.