Service Desk Engineer - Transitions
Core
Provide Level 2 IT support and act as a technical escalation point for the Service Desk team, handling hardware, software, network, and Microsoft 365 issues.
Role type
Level 2 Service Desk Engineer
Builds
IT support services for end users
Domain
IT Services / Managed Services
Required skills
Windows 10/11 administration, macOS administration, Microsoft 365 administration, Exchange Online management, Teams management, SharePoint management, networking fundamentals (DNS, DHCP, TCP/IP, Wi-Fi, VPN), Active Directory management, Entra ID (Azure AD) management, hypervisor knowledge (vSphere, VMware, Hyper-V), ITIL principles, incident management
Preferred skills
ConnectWise experience, PowerShell scripting, enterprise IT tools experience, Microsoft certifications, ITIL certification, tertiary qualification in Information Technology, Baseline/NV1 clearance
Technologies
Windows 10/11, macOS, Microsoft 365, Exchange Online, Teams, SharePoint, vSphere, VMware, Hyper-V, ConnectWise, PowerShell
Responsibilities
Provide escalation support and act as a key technical escalation point for the Service Desk, investigate major incidents, triage tickets, monitor and action alerts, create and update client documentation, communicate with end users, develop rapport with end users
Seniority
Mid-level, hands-on IC