IT Service Engineer II

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. This role may include dedicated client service assignments requiring broad technical execution, independent ownership, and cross-functional collaboration within Executech standards.

Key Responsibilities
====================

* Resolve issues beyond Service Engineer I scope across devices, identity, Microsoft 365, networking fundamentals, and core business systems, acting as a consistent technical lead for assigned clients and queues.
* Own tickets end-to-end: client updates, vendor/carrier coordination, resolution confirmation, and handoff when scope spans multiple teams.
* Apply structured troubleshooting and sound judgment on when to proceed independently, escalate, or engage additional resources.
* Use scripting and automation for repeatable tasks (e.g., PowerShell for standard admin actions) within approved standards.
* Support security posture through correct identity verification, suspicious-activity handling, and incident escalation workflows.
* Contribute to operational improvement: surface recurring issues, recommend remediation, and update KB/runbooks.
* Mentor Service Engineer I staff through shadowing, pairing, and high-quality escalation feedback.
* Balance client advocacy with scalability, security, and Executech standards, operating across functional boundaries when needed while adhering to change control, documentation, and escalation practices.

Typical Work Scope (Examples)
=============================

* Multi-step M365 administration (licenses, groups, mailbox permissions, SharePoint/Teams access issues) with judgment and minimal supervision.
* Endpoint and device management (Intune policies, device compliance basics, BitLocker recovery, Autopilot resets) within SOP.
* Identity and access management troubleshooting (Conditional Access impacts, SSO issues, MFA/Authenticator edge cases).
* Backup/DR and security tooling triage (agent health, failed jobs, initial containment actions per incident SOP).
* PSA/RMM improvements: suggests workflow fixes; flags recurring issue trends with evidence.

Performance Expectations (KPIs)
===============================

* SLA compliance: = 90% (rolling 90-day).
* CSAT: = 97% positive (rolling 90-day).
* Utilization: 90% utilization target.
* Billable efficiency: = 80% billable efficiency (rolling 90-day).
* Ticket quality: meets documentation/time-entry standards; participates in QA audits.
* QA target: = 90/100 (\< 85/100 triggers coaching plan).

Skills \& Experience
====================

* 2--5 years of IT support experience with increasing complexity (MSP experience strongly preferred).
* Strong working knowledge of Microsoft 365 administration, identity, device management, and common MSP toolsets.
* Able to prioritize effectively under SLA pressure while maintaining quality and client communication.
* Comfortable performing intermediate troubleshooting across multiple systems and documenting evidence.
* Working knowledge of PowerShell fundamentals and willingness to build safe automation (reviewed/approved).

Certification Expectations
==========================

* Hold (or actively pursue) one Microsoft role-based certification aligned to daily responsibilities (e.g., MD-102 or MS-102).
* AZ-104 is recommended for engineers working regularly in Azure/M365 administration and is required for Senior promotion readiness.
* (Equivalent experience may be considered where appropriate.)

IMPACT Expectations
===================

* **Integrity**: make sound technical decisions; follow standards under pressure; escalate appropriately.
* **Mindset**: continuously improve skills; adapt quickly to new tooling/standards; apply feedback independently.
* **Passion**: own outcomes, not tasks; bring energy to problem-solving and client experience.
* **Accountability**: drive tickets to resolution; meet KPI expectations consistently; keep work visible and up to date.
* **Client-Centric**: manage expectations with proactive updates and clear next steps.
* **Teamwork**: share knowledge; mentor; contribute constructively to execution improvements.