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 where appropriate for repeatable tasks (e.g., PowerShell for standard admin actions) under approved standards.
- Support security posture through correct handling of identity verification, suspicious activity, and incident escalation workflows.
Typical Work Scope (Examples)
- Multi-step M365 administration (licenses, groups, mailbox permissions, SharePoint/Teams access issues) with judgment and minimal supervision.
- Endpoint and device management (Intune policies, device compliance basics, BitLocker recovery, Autopilot resets) within SOP.
- Identity and access management troubleshooting (Conditional Access impacts, SSO issues, MFA/Authenticator edge cases).
- Backup/DR and security tooling triage (agent health, failed jobs, initial containment actions per incident SOP).
- PSA/RMM improvements: suggests workflow fixes; flags recurring issue trends with evidence.
Performance Expectations (KPIs)
- SLA compliance: 90% (rolling 90-day).
- CSAT: 97% positive (rolling 90-day).
- Utilization: 90% utilization target.
- Billable efficiency: 80% billable efficiency (rolling 90-day).
- Ticket quality: meets documentation/time-entry standards; participates in QA audits.
- QA target: 90/100 (< 85/100 triggers coaching plan).
Skills & Experience
- 2-5 years of IT support experience with increasing complexity (MSP experience strongly preferred).
- Strong working knowledge of Microsoft 365 administration, identity, device management, and common MSP toolsets.
- Able to prioritize effectively under SLA pressure while maintaining quality and client communication.
- Comfortable performing intermediate troubleshooting across multiple systems and documenting evidence.
- Working knowledge of PowerShell fundamentals and willingness to build safe automation (reviewed/approved).
Certification Expectations
- Hold (or actively pursue) one Microsoft role-based certification aligned to daily responsibilities (e.g., MD-102 or MS-102).
- AZ-104 is recommended for engineers working regularly in Azure/M365 administration and is required for Senior promotion readiness.
- (Equivalent experience may be considered where appropriate.)
IMPACT Expectations
- Integrity: make sound technical decisions; follow standards under pressure; escalate appropriately.
- Mindset: continuously improve skills; adapt quickly to new tooling/standards; apply feedback independently.
- Passion: own outcomes, not tasks; bring energy to problem-solving and client experience.
- Accountability: drive tickets to resolution; meet KPI expectations consistently; keep work visible and up to date.
- Client-Centric: manage expectations with proactive updates and clear next steps.
- Teamwork: share knowledge; mentor; contribute constructively to execution improvements.