IT Service Engineer - Tier 2

Executech•Flagstaff, AZ

3d•Hybrid

About The Position

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.

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
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
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

Nice To Haves

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

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