Senior Service Desk Engineer

SENIOR SERVICE DESK ENGINEER

Compensation Range $62,500-$85,000

Complete Technology Services is looking for a Senior Service Desk Engineer to join our growing team!

Complete Technology Services (CTS) is a managed service provider supporting the technology needs of businesses around the Midwest. The Senior Service Desk Engineer is responsible for taking ownership of complex technical issues and providing advanced support to end-users and clients. This person serves as a technical escalation point for the Service Desk team while maintaining a high level of customer service and technical expertise.

Position Overview

• Ticket Escalation and Ownership: Take ownership of complex and escalated tickets, independently troubleshooting issues through resolution and appropriately escalating when necessary.
• Advanced Technical Support: Provide Tier 1–2 technical support via phone, email, and chat while resolving more advanced hardware, software, Microsoft 365, and networking issues.
• Network Management: Troubleshoot and support network infrastructure, including firewalls, switches, wireless access points, VPNs, and related technologies.
• Microsoft 365: Provide advanced support for Microsoft 365 applications, administration, security, and user management.
• Technical Documentation: Maintain accurate and detailed documentation of troubleshooting steps, resolutions, configurations, and client environments in IT Glue and other applicable systems.
• Technical Projects: Assist with client onboarding, migrations, technology implementations, and other technical projects.
• Technical Escalation: Serve as a technical resource and escalation point for Service Desk Engineers and assist with complex technical issues.
• Knowledge Sharing: Create and maintain knowledge-base articles and procedures and share technical knowledge with other team members.
• Mentoring: Provide technical guidance, coaching, and mentoring to less-experienced Service Desk Engineers.
• Customer Service: Deliver exceptional customer service by demonstrating professionalism, responsiveness, and ownership of client issues.
• Process Improvement: Identify recurring issues and contribute to improvements in Service Desk processes, procedures, and technical documentation.
• Service Level Agreements: Ensure compliance with all Service Level Agreements (SLAs) with our clients.
• Additional Duties: Perform other duties as assigned.

Qualifications

• 3+ years of IT support experience, preferably in an MSP environment.
• Associate or Bachelor's degree in Information Technology, Computer Science, or related field preferred; equivalent technical education and experience considered.
• Advanced knowledge of Windows and Microsoft 365 environments.
• Demonstrated ability to independently troubleshoot and resolve complex technical issues.
• Strong understanding of networking concepts, including switches, firewalls, wireless access points, VPNs, and related technologies.
• Experience supporting Microsoft 365 administration and security.
• Experience with advanced hardware and software troubleshooting.
• Experience supporting client onboarding, migrations, and technical projects.
• Experience with IT Glue or similar technical documentation platforms.
• Experience mentoring, coaching, or training other technical team members.
• Strong written and verbal communication skills.
• Excellent customer service skills and ability to explain complex technical issues to non-technical users.
• Ability to manage multiple priorities and work effectively in a ticket-driven environment.
• Strong documentation and organizational skills.
• Ability to work independently and take ownership of complex technical issues.
• Microsoft, A+, Network+, Security+, or other relevant technical certifications preferred.
• Clean driving record, if required for client-site support.

Physical Demands

• Ability to lift/carry up to 50 lbs on occasion.
• Ability to use hands/tools for PC-related hardware repair and replacement.
• Position primarily requires work using a PC and phone.
• Climbing ladders or crawling under desks may be necessary for occasional tasks.
• Frequent standing, sitting, or walking as tasks demand.
• May be required to commute to client offices on occasion.
• Some after-hours and weekend work may be necessary, per client schedules.

Complete Technology Services is an equal opportunity employer.