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.

Key Responsibilities Resolve issues beyond Service Engineer I scope across devices, identity, Microsoft 365, networking fundamentals, and core business systems.

Own tickets end-to-end, including client updates, coordination with vendors/carriers, and confirmation of resolution.

Apply structured troubleshooting and demonstrate sound judgment on when to escalate vs. continue investigation.

Contribute to operational improvement:

• identify recurring issues, recommend remediation, and update KB/runbooks.


• Mentor Service Engineer I staff through shadowing, pairing, and high-quality escalation feedback.
• Use scripting/automation wh...