Description
The Service Engineer II independently resolves complex IT support issues across Microsoft 365, identity, device management, networking, backup and disaster recovery, and security tooling. The role owns tickets end to end, coordinates with vendors and carriers, applies PowerShell automation, supports incident response, improves runbooks and PSA/RMM workflows, mentors Service Engineer I staff, and meets SLA, CSAT, utilization, billable-efficiency, and quality KPIs. It requires 2–5 years of IT support experience, strong Microsoft 365 and MSP toolset knowledge, and a Microsoft role-based certification or active pursuit.
