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. Key Responsibilities Resolve issues beyond Service Engineer I scope across devices, identity, Microsoft 365, networking fundamentals, and core business systems. Own tickets end-to-end, including client updates, coordination with vendors/carriers, and confirmation of resolution. Apply structured troubleshooting and demonstrate sound judgment on when to escalate vs. continue investigation. Contribute to operational improvement: identify recurring issues, recommend remediation, and update KB/runbooks. Mentor Service Engineer I staff through shadowing, pairing, and high-quality escalation feedback. Use scripting/automation where appropriate for repeatable tasks (e.g., PowerShell for standard admin actions) under approved standards. Support security posture through correct handling of identity verification, suspicious activity, and incident escalation workflows. 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.