Service Desk Engineer L2 (41610)

Overview Position: Service Desk Engineer L2 Reports To: Service Desk Supervisor Division: Service Desk FLSA: Exempt Office Designation: In Office, Hybrid Office Location: Mt. Holly, NJ; Elmwood NJ; NYC; Stamford CT; Reading, PA Role Purpose The Service Desk Engineer L2 provides intermediate technical support to Omega Systems’ customers and employees across offices, remote locations, and customer sites. Acting as a key escalation point from Level 1, this role is responsible for diagnosing and resolving more complex incidents, implementing solutions, and ensuring the stability of customer and internal IT services. Responsibilities Provide 2nd Level support through desk-side, remote, and local office support services Watch for repeat tickets to identify trending issues Work directly with Account Managers and Customer Success Managers on their customers’ escalated issues Create new knowledge base articles to increase the rate of first-line resolution Follow documented processes for incident management and request fulfilment Provide guidance and direction for escalated service issues Demonstrate dedication to customer service and assess risks quickly Analyze and document software requirements Leadership and People Responsibilities Work with other Omega Systems teams to deliver an effective customer support service offering Help ensure customer support services teams are focused on achieving results using all resources available from initiation to resolution Ensure effective working relationships at all levels by simplifying complex technical messages and acting as an advocate for Omega Systems Customer support teams externally and internally Technical Responsibilities Provide timely resolutions to technical support issues while following company standards Properly log, prioritize, assign, track, and respond to incidents and requests promptly Identify and resolve incidents within agreed SLAs, policies, and procedures Develop new support documentation of solutions used by Customer support services Monitor incident trends and identify recurring incidents for resolution Ensure all relevant incidents are linked to an appropriate problem Document and test new solutions for Omega Systems to use and implement in customer environments for problem resolution Perform root cause analysis as needed for problems, working with other Omega Systems support teams Install and maintain desktop hardware and software, and provide PC hardware troubleshooting/repair Use advanced tools/technical knowledge to remediate customer problems and conduct scheduled installs Analyze desktop usage and computer peripherals Analyze, troubleshoot, correct, and document defects in existing software systems Responsible for installation, testing, troubleshooting, and repair of workstations Responsible for installation and configuration of workstation software Complete PC installation, maintenance, e-mail administration, and disk capacity monitoring Provide accurate estimates for and track data on time spent adding new features and fixing defects Ensure technical documentation is created and tested Environmental and Travel The job operates in a professional office environment with standard office equipment Travel: Minimal travel is required Qualifications Required 3+ years of information technology experience supporting inbound customer requests or issue resolution High school Diploma Experience with ConnectWise Manage software or a similar ticketing system Strong working knowledge of desktop and server operating systems (Windows, Linux, Unix) Proficiency with Microsoft operating systems, Office Suite, and desktop applications Experience with Active Directory account creation, password resets, group membership changes, distribution groups, and other AD functions Experience supporting VPN clients and VPN Administration Experience supporting LAN/WAN network infrastructure Experience supporting applications in an RDS or Citrix environment Experience with Microsoft 365 Entra, SharePoint, Intune Experience with Spam Filter and Phishing Analysis Experience with Microsoft Exchange Online and mail flow analysis Strong working knowledge of Office 365 user and mail administration Proficiency with NTFS file permissions Experience with DNS administration Experience with creating, changing, and troubleshooting Group Policies Experience with VMware and/or HyperV Excellent listening, questioning, and customer service skills Strong problem-solving and logical thinking skills; able to absorb and relate to new technical concepts quickly Ability to maintain composure and effectiveness under stress; organize information and balance multiple priorities Strong verbal and written communication skills, especially conveying technical concepts to a business audience Preferred Bachelor’s degree in information technology, Computer Science, Engineering, or related field MS in Computer Science or Information Management EEO Statement It is the Company’s policy to provide equal employment opportunities for all applicants and employees. Omega Systems provides equal employment opportunities to all qualified individuals without regard to actual or perceived race including hair texture and natural hair styles), color, religion, religious creed (including religious dress and religious grooming practices), sex (including pregnancy, perceived pregnancy, childbirth, breastfeeding, or related medical conditions), gender, gender identity (including transgender identity, status and transitioning), gender expression and sex stereotyping, national origin, ancestry, citizenship, age, physical or mental disability, legally protected medical condition or information (including genetic information), family care or medical leave status, military caregiver status, military status, veteran status, marital status, domestic partner status, sexual orientation, status as a victim of domestic violence, sexual assault or stalking, enrollment in a public assistance program, engaging in protected communications regarding employee wages, requesting a reasonable accommodation on the basis of disability or bona fide religious belief or practice, or any other basis protected by local, state, or federal laws. Applicants, as well as employees, who are or become disabled must be able to perform the essential job functions with or without reasonable accommodation. The Company shall determine reasonable accommodation on a case-by-case basis in accordance with applicable law. #J-18808-Ljbffr Omega Systems