Service Desk Engineer (Level 2)

Key Responsibilities

• Deliver Level 2 IT support across a diverse client base.
• Provide responsive technical assistance via phone, ticketing systems, and on-site visits.
• Manage and prioritize support requests and perform routine system maintenance.
• Support client environments using a range of technologies, including (but not limited to) Windows Server, cloud platforms, virtualization tools, security solutions, networking hardware, and remote management systems.
• Maintain accurate records of time, ticket updates, and potential opportunities using internal IT service management tools.
• Develop and maintain internal documentation, including standard operating procedures and knowledge base content.
• Build strong client relationships and maintain clear, professional communication.
• Participate in a rotating schedule for after-hours emergency support.
• Stay up to date with industry trends and maintain relevant certifications.

Performance Indicators

• Meet targets for ticket resolution and billable hours.
• Achieve and maintain customer satisfaction benchmarks.
• Comply with response and resolution SLAs.
• Ensure daily updates and comprehensive notes are recorded in all active tickets.
• Maintain proactive client communication through regular follow-ups.
• Keep documentation current with procedural updates or improvements.
• Identify and log potential sales or service improvement opportunities.

Qualifications and Skills

• Minimum of 2 years’ experience in a similar IT support role.
• Strong troubleshooting skills for desktop, software, and network issues.
• Solid knowledge of networking protocols such as TCP/IP, DNS, DHCP, and VPN.
• Experience with directory services, group policy, and server OS environments.
• Familiarity with Microsoft 365, Intune, and other modern workplace technologies.
• Industry certifications (e.g., Microsoft, CompTIA, AWS, Cisco) are advantageous.
• Excellent written and verbal communication skills.
• Ability to manage time effectively and prioritize tasks under pressure.
• Strong problem-solving skills and the ability to work independently on technical issues.