Service Desk Engineer L2

OMEGA SYSTEMS JOB DESCRIPTIONPosition: Service Desk Engineer L2Reports To: Service Desk SupervisorDivision: Service DeskFLSA: ExemptOffice Designation: In Office, HybridOffice Location: Mt. Holly, NJ or Reading, PAThe 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 include supporting servers, networks, desktops, printers, and telephony systems, as well as analyzing recurring issues, documenting solutions, and contributing to the Service Desk knowledge base. The SD Engineer II collaborates closely with Account Managers and Customer Success Managers, providing guidance on escalated issues and playing an active role in improving first-line resolution rates and overall service efficiency.NOTE: On-call rotation is required for this position.Functional Responsibility and Task StatementsProvide 2nd Level support through desk-side, remote, and local office support servicesWatch for repeat tickets to find 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 resolutionFollow documented processes for incident management and request fulfilmentProvide guidance and direction for escalated service issuesDemonstrates dedication to customer service and can assess risks quicklyAnalyze and document software requirementsLeadership and People ResponsibilitiesWork with other colleagues within Omega Systems teams to deliver an effective Customer support service offeringHelp ensure Customer support services teams are focused on achieving results using all resources available from initiation to resolutionEnsure that effective working relationships at all levels are achieved by simplifying complex technical messages and acting as an advocate of Omega Systems Customer support teams both externally and internallyTechnical Responsibility and Task StatementsProvide timely resolutions to technical support issues while following company standardsProperly log, prioritize, assign, track, and respond to incidents and requests promptlyIdentify and resolve incidents within agreed SLAs, policies, and proceduresDevelop new support documentation of solutions that are used by Customer support servicesMonitor incident trends and identify recurring incidents for resolutionEnsure that all relevant incidents are linked to an appropriate problemDocument 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 closely with other Omega Systems support teamsInstall and maintain desktop hardware and software, and provide PC hardware troubleshooting/repairUse advanced tools/technical knowledge to remediate Customer problems and conduct scheduled installsAnalyze desktop usage and computer peripheralsAnalyze, troubleshoot, correct, and document defects in existing software systemsResponsible for installation, testing, troubleshooting, and repair of workstationsResponsible for installation and configuration of workstation softwareComplete PC installation, maintenance, e-mail administration, and disk capacity monitoringProvide accurate estimates for and track data on time spent adding new features and fixing defectsEnsure technical documentation is created and testedIncumbent(s) in this position may be required to perform other duties and special assignments not specifically stated.Environmental: The job operates in a professional office environment. This role routinely utilizes standard office equipment, including computers and phones.Travel Requirements: Minimal travel is required for this position.Desired Qualifications and SkillsRequired3+ years of information technology experience supporting inbound Customer requests or issue resolutionHigh school DiplomaExperience with ConnectWise Manage software or a similar ticketing systemStrong working knowledge of desktop and server operating systems (Windows, Linux, Unix, etc.)Proficiency with Microsoft operating systems, Microsoft Office Suite (Outlook, Word, Excel, and PowerPoint), and Microsoft desktop applicationsExperience with Active Directory account creation, password resets, group membership changes, distribution groups, and other AD functionsExperience supporting VPN clients and VPN AdministrationExperience supporting LAN/WAN network infrastructureExperience supporting applications running in an RDS or Citrix environmentExperience with Microsoft 365 Entra, SharePoint, IntuneExperience with Spam Filter and Phishing AnalysisExperience with Microsoft Exchange Online and mail flow analysisStrong working knowledge of Office 365 user and mail administrationProficiency with NTFS file permissionsExperience with internal and external DNS administrationExperience with creating, changing, and troubleshooting Group PoliciesExperience with VMWare and/or HyperVExcellent listening, questioning, and customer service skillsStrong problem-solving and logical thinking skills, able to absorb and relate to new technical concepts quickly, and build on knowledge learnedAbility to maintain composure, tact, and effectiveness under stressful conditionsAbility to organize information, efficiently manage time, and balance multiple prioritiesStrong verbal and written communication skills, particularly an ability to relay technical concepts to a business audiencePreferredBachelor’s degree in information technology, Computer Science, Engineering, or related fieldMS in Computer Science or Information ManagementEEO STATEMENTIt 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