Service Desk L2 - US Day

The Service Desk Systems Engineer II is responsible for providing advanced remote technical support and delivering high-quality IT solutions to clients while maintaining exceptional customer satisfaction. This role serves as a senior escalation resource within the Service Desk team, troubleshooting complex issues, mentoring junior engineers, and proactively identifying opportunities to improve client environments. The ideal candidate has strong experience supporting Microsoft 365 environments, virtualization technologies, remote desktop solutions, and core infrastructure platforms. This position requires a proactive, customer-focused professional who can effectively troubleshoot, document, and resolve technical issues within a fast-paced managed services environment.

• Provide advanced remote technical support and help desk services to clients while meeting established service level agreements (SLAs).

• Serve as an escalation point for complex technical issues and assist Service Desk team members with troubleshooting and issue resolution.

• Troubleshoot and support Microsoft 365 environments, including Exchange Online, Teams, Intune, Autopilot, and related services.

• Support virtualization platforms including Hyper-V, VMware, VDI environments, and remote desktop technologies.

• Diagnose and resolve backend application server issues, authentication problems, and infrastructure-related incidents.

• Work directly with vendors and third-party providers to troubleshoot and resolve technical issues impacting client environments.

• Conduct root cause analysis and implement corrective actions to prevent recurring issues.

• Identify recurring problems and proactively recommend improvements to enhance client performance, reliability, and operational efficiency.

• Review client environments and provide recommendations to ensure supported technology standards are maintained.

• Maintain accurate client documentation, technical procedures, and ticket

updates.

• Mentor and support junior engineers through coaching, knowledge sharing, and technical guidance.

• Utilize RMM and monitoring platforms to proactively identify and resolve issues.

• Ensure all work is properly documented and completed in accordance with operational procedures and change management standards.

• Participate in team meetings, training sessions, and continuous improvement initiatives.

• Support a 24/7 service delivery model and work assigned after-hours shifts.

• Minimum 2 years of experience supporting Microsoft 365 environments in an IT support, systems administration, or managed services environment.

• Experience providing Level 2 technical support and troubleshooting complex infrastructure issues.

• Strong experience with Microsoft 365 administration and support.

•Experience with virtualization (Hyper-V)

• Experience supporting Citrix environments.

• Experience troubleshooting backend application server issues.

• Solid understanding of networking concepts including TCP/IP, DNS, DHCP, VPNs, authentication, and remote access technologies.

• Experience supporting Active Directory and identity management solutions.

• Strong troubleshooting, analytical, and problem-solving skills.

• Excellent verbal and written communication skills.

• Ability to mentor and assist junior technical staff.

• Experience working within a ticket-driven support environment.

• Bachelor’s degree in information technology, Computer Science, or a related field, or equivalent practical experience.

Preferred

• Experience with Azure administration and support.

• Experience with VMware, VDI, and remote desktop technologies.

• Experience supporting AD Connect, RDS/RDP, Radius, Duo, FSLogix, Intune, Autopilot, and Microsoft Teams.

• Experience with SAN, storage, virtualization, and server infrastructure

technologies.

• Experience using ConnectWise Automate, ConnectWise RMM, or similar monitoring and management tools.

• Experience within a Managed Services Provider (MSP) environment.

• Industry certifications such as:

o CCNA

o VCP

o MCSE

o Citrix Certified Professional (CCP)

o Microsoft Certifications

o Other relevant infrastructure certifications

• Should be willing to accept a long-term work-from-home arrangement.

• Should be amenable to a permanent night shift schedule.