Service Desk Engineer, Level 2 – Concept Data
Core
Provide Level 2 technical support for escalated incidents and service requests for clients in a Managed Service Provider environment.
Role type
Level 2 Service Desk Engineer
Builds
IT support services for multiple client environments
Domain
IT Services / Managed Service Provider
Required skills
Microsoft 365, Windows 11, Windows Server, Microsoft Entra ID, networking, firewalls, backup solutions, endpoint security, ticket management, incident response
Preferred skills
Azure, PSA/RMM platforms, cybersecurity, compliance knowledge, mentoring junior staff
Technologies
Microsoft 365, Windows 11, Windows Server, Microsoft Entra ID, Azure, networking, firewalls, backup solutions, endpoint security
Responsibilities
Diagnose and resolve issues across Microsoft 365, Windows 11, Windows Server, networking, Azure, security and business applications; Manage tickets through their full lifecycle; Communicate proactively with clients regarding progress and outcomes; Support major incident response and participate in after-hours support rotations; Collaborate with senior engineers on technical projects
Seniority
Mid-level, hands-on IC