Job Title: Service Desk Engineer Tier 2

Location: North Dallas, TX

About Us:
We are a reputable Managed Service Provider (MSP) in North Dallas, dedicated to delivering exceptional IT solutions to our diverse client base. Our team is passionate about solving complex technical challenges and providing proactive support to ensure our clients' success.

Were looking for a Service Desk Engineer (Tier 2) who goes beyond the basics. If you're ready to work on meaningful projects, engage with clients directly, and contribute to our culture of excellence, we want to hear from you.

Key Responsibilities:

• Act as a Tier 2 escalation point for technical issues, resolving more complex problems beyond basic password resets.
• Work directly with clients to provide remote and onsite support, ensuring a high level of satisfaction and professionalism.
• Troubleshoot and resolve issues related to servers, networks, and endpoints across various environments.
• Collaborate with Tier 1 and Tier 3 engineers to escalate and resolve advanced technical issues efficiently.
• Assist in onboarding new clients, including network setup, system configuration, and documentation.
• Perform proactive maintenance and monitoring to ensure client systems are operating optimally.
• Contribute to the creation and maintenance of SOPs, knowledge base articles, and technical documentation.

Requirements:

• Experience:
  • 2+ years of experience in a service desk or similar IT support role, preferably within an MSP environment.
• Technical Skills:
  • Strong understanding of Windows Server, Active Directory, DNS, DHCP, and Group Policy.
  • Experience with Office 365 administration and troubleshooting.
  • Familiarity with remote monitoring and management (RMM) tools.
  • Networking knowledge, including VPNs, firewalls, and switch configurations (SonicWall/Aruba shop).
• Soft Skills:
  • Excellent verbal and written communication skills.
  • Proven ability to build strong relationships with clients and provide exceptional customer service.
  • Self-motivated and able to prioritize tasks in a fast-paced environment.