IT Service Engineer - Tier 2

Job Description

Job Description

Full Time

We are seeking a Service Engineer to provide Tier 1/2 service desk and field support for a diverse client base. This role focuses on troubleshooting and resolving issues across Microsoft, cloud, and networking environments, while delivering clear client communication and strong operational discipline.

General Summary

The Service Engineer is responsible for diagnosing and resolving escalated support requests and helping ensure stable, secure client environments. The ideal candidate is comfortable working across Windows Server, Microsoft 365/Exchange, IIS, core networking (routing/switching), VPNs, firewalls, wireless, and backup/recovery systems. This position requires strong customer service, timely updates, and the ability to provide accurate estimates and next steps.

Position Responsibilities

• Maintain daily time entry for work performed and keep ticket notes current in real time
• Serve as a primary point of contact for client requests via ticket, chat, email, and phone
• Troubleshoot, diagnose, and resolve technical issues across hardware, software, networking, and cloud services
• Escalate complex issues when appropriate and communicate status, ETAs, and next steps clearly
• Install, maintain, and troubleshoot computers, printers, phones, and peripheral equipment
• Support critical application installation and configuration
• Document resolutions and contribute to knowledge base articles and client network documentation
• Identify recurring issues and potential risks; communicate them promptly to enable rapid resolution
• Maintain accurate technical documentation for client environments and changes
• Build strong working relationships with clients, colleagues, and cross-functional teams
• Travel onsite to client locations as needed

Knowledge, Skills, and Abilities

• Strong written and verbal communication; comfortable working with clients via phone, chat, email, and ticketing systems
• Ability to prioritize and manage multiple tasks; able to shift focus as priorities change throughout the day
• Professional, patient, and service-oriented approach; able to operate effectively under pressure
• Self-motivated and able to work independently while contributing to team goals
• Attention to detail and accountability for quality and completion of work
• Able to recognize when to engage additional technical expertise to resolve issues efficiently

Technical Experience (Preferred)

• Windows desktop and server operating systems
• Microsoft 365 and Exchange; IIS fundamentals
• TCP/IP, DNS, and troubleshooting internet connectivity
• Routing, switching, VLANs, and general LAN/WAN concepts (patch panels, switching infrastructure, endpoints)
• Firewalls and VPN connectivity (experience with Sophos and/or Cisco is a plus)
• Wireless networking
• Terminal Services / Remote Desktop Services
• Backup and recovery solutions and corporate endpoint protection/antivirus

Requirements

• 2+ years of hands-on experience in a related IT support or service desk role (Tier 2 preferred)
• Ability to lift and move over 50 lb
• Ability to pass a background check

Credentials and Certifications (Preferred)

• At least one relevant certification is preferred (examples: Network+, Security+, A+, Microsoft, Cisco CCNA/CCNP, Project+)
• 2+ years experience in one or more of the following areas is a plus: switching/VLAN/routing/firewalls, wireless networking, server hardware, backup/recovery, VPN support

Benefits and Perks

• Company-issued computer and phone
• Competitive health insurance options including dental and vision
• 401(k) with company match
• Paid time off (PTO)
• Team-oriented culture with periodic company and team events

Location: This position may be based in one of our hub offices and may require onsite client visits.

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