IT Service Engineer II

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. ***Only Local candidates will be considered*** 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.
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