Job Description
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 wh...
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