IT Service Engineer II

Executech • Winter Park, CO

13d • $60,000 - $80,000

About The Position

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. This role may include dedicated client service assignments requiring broad technical execution, independent ownership, and cross-functional collaboration within Executech standards.

Requirements

• 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).
• 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.)

Nice To Haves

• 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.

Responsibilities

• Resolve issues beyond Service Engineer I scope across devices, identity, Microsoft 365, networking fundamentals, and core business systems, acting as a consistent technical lead for assigned clients and queues.
• Own tickets end-to-end: client updates, vendor/carrier coordination, resolution confirmation, and handoff when scope spans multiple teams.
• Apply structured troubleshooting and sound judgment on when to proceed independently, escalate, or engage additional resources.
• Use scripting and automation for repeatable tasks (e.g., PowerShell for standard admin actions) within approved standards.
• Support security posture through correct identity verification, suspicious-activity handling, and incident escalation workflows.
• Contribute to operational improvement: surface recurring issues, recommend remediation, and update KB/runbooks.
• Mentor Service Engineer I staff through shadowing, pairing, and high-quality escalation feedback.
• Balance client advocacy with scalability, security, and Executech standards, operating across functional boundaries when needed while adhering to change control, documentation, and escalation practices.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed