Service Desk Engineer L2 (41186)

Omega Systems•Spring Township, PA

3d•$60,000 - $72,000•Hybrid

About The Position

The Service Desk Engineer L2 provides intermediate technical support to Omega Systems’ customers and employees across offices, remote locations, and customer sites. Acting as a key escalation point from Level 1, this role is responsible for diagnosing and resolving more complex incidents, implementing solutions, and ensuring the stability of customer and internal IT services. Responsibilities include supporting servers, networks, desktops, printers, and telephony systems, as well as analyzing recurring issues, documenting solutions, and contributing to the Service Desk knowledge base. The SD Engineer II collaborates closely with Account Managers and Customer Success Managers, providing guidance on escalated issues and playing an active role in improving first-line resolution rates and overall service efficiency. NOTE: On-call rotation is required for this position.

Requirements

3+ years of information technology experience supporting inbound Customer requests or issue resolution
High school Diploma
Experience with ConnectWise Manage software or a similar ticketing system
Strong working knowledge of desktop and server operating systems (Windows, Linux, Unix, etc.)
Proficiency with Microsoft operating systems, Microsoft Office Suite (Outlook, Word, Excel, and PowerPoint), and Microsoft desktop applications
Experience with Active Directory account creation, password resets, group membership changes, distribution groups, and other AD functions
Experience supporting VPN clients and VPN Administration
Experience supporting LAN/WAN network infrastructure
Experience supporting applications running in an RDS or Citrix environment
Experience with Microsoft 365 Entra, SharePoint, Intune
Experience with Spam Filter and Phishing Analysis
Experience with Microsoft Exchange Online and mail flow analysis
Strong working knowledge of Office 365 user and mail administration
Proficiency with NTFS file permissions
Experience with internal and external DNS administration
Experience with creating, changing, and troubleshooting Group Policies
Experience with VMWare and/or HyperV
Excellent listening, questioning, and customer service skills
Strong problem-solving and logical thinking skills, able to absorb and relate to new technical concepts quickly, and build on knowledge learned
Ability to maintain composure, tact, and effectiveness under stressful conditions
Ability to organize information, efficiently manage time, and balance multiple priorities
Strong verbal and written communication skills, particularly an ability to relay technical concepts to a business audience

Nice To Haves

Bachelor’s degree in information technology, Computer Science, Engineering, or related field
MS in Computer Science or Information Management

Responsibilities

Provide 2nd Level support through desk-side, remote, and local office support services
Watch for repeat tickets to find trending issues.
Work directly with Account Managers and Customer Success Managers on their customers’ escalated issues.
Create new knowledge base articles to increase the rate of first-line resolution
Follow documented processes for incident management and request fulfilment
Provide guidance and direction for escalated service issues
Demonstrates dedication to customer service and can assess risks quickly
Analyze and document software requirements
Work with other colleagues within Omega Systems teams to deliver an effective Customer support service offering
Help ensure Customer support services teams are focused on achieving results using all resources available from initiation to resolution
Ensure that effective working relationships at all levels are achieved by simplifying complex technical messages and acting as an advocate of Omega Systems Customer support teams both externally and internally
Provide timely resolutions to technical support issues while following company standards
Properly log, prioritize, assign, track, and respond to incidents and requests promptly
Identify and resolve incidents within agreed SLAs, policies, and procedures
Develop new support documentation of solutions that are used by Customer support services
Monitor incident trends and identify recurring incidents for resolution
Ensure that all relevant incidents are linked to an appropriate problem
Document and test new solutions for Omega Systems to use and implement in customer environments for problem resolution.
Perform root cause analysis as needed for problems, working closely with other Omega Systems support teams
Install and maintain desktop hardware and software, and provide PC hardware troubleshooting/repair
Use advanced tools/technical knowledge to remediate Customer problems and conduct scheduled installs
Analyze desktop usage and computer peripherals
Analyze, troubleshoot, correct, and document defects in existing software systems
Responsible for installation, testing, troubleshooting, and repair of workstations
Responsible for installation and configuration of workstation software
Complete PC installation, maintenance, e-mail administration, and disk capacity monitoring
Provide accurate estimates for and track data on time spent adding new features and fixing defects
Ensure technical documentation is created and tested