Sr Service Desk Engineer – Level 2 (CL10)
Position Summary: The Level 2 Service Desk Engineer provides advanced technical support for incidents and service requests that cannot be resolved at Level 1. The role performs deeper diagnosis, executes approved administrative and endpoint actions, supports escalations and Major Incidents, develops technical knowledge, and helps improve service quality, security, automation, and operational performance.
Key Responsibilities
Investigate and resolve escalated incidents and service requests requiring advanced technical analysis across endpoints, Microsoft 365, identity, access, networking, remote access, and business applications.
Perform advanced Microsoft 365 administration for Exchange Online, shared mailboxes, delegation, distribution lists, Teams, SharePoint permissions, OneDrive, licenses, and related services.
Administer and troubleshoot Microsoft Intune, Windows Autopilot, JAMF, device enrollment, application deployment, endpoint configurations, compliance, remote lock or wipe, and approved endpoint actions.
Support Microsoft Entra ID, Active Directory, role-based access, joiner–mover–leaver activities, security groups, conditional access, multifactor authentication, privileged identity management activation, and least-privilege controls.
Diagnose complex Windows, mobile device, printer, peripheral, VPN, remote access, application, and network connectivity issues using logs, diagnostic tools, and documented technical methods.
Manage BitLocker recovery, endpoint security, device compliance, encryption, and security-related service requests within approved policies and assigned permissions.
Own complex tickets through resolution, coordinate with engineering teams, application owners, client contacts, third-party vendors, and other resolver groups, and maintain clear technical documentation.
Support Priority 1 and Priority 2 incidents, Major Incident communications, technical triage, recovery coordination, and post-incident follow-up as assigned.
Review escalations from Level 1, provide coaching, validate troubleshooting quality, and improve shift-left opportunities.
Create, maintain, test, and approve knowledge articles, runbooks, standard operating procedures, diagnostic guides, and self-service content.
Analyze recurring incidents, backlog, reopens, service-level misses, first-contact resolution, customer satisfaction, abandonment, and average speed of answer to identify corrective actions.
Identify and implement approved automation, process improvements, monitoring integrations, and ticket-routing enhancements.
Support operational dashboards, monthly service reporting, governance reviews, audit evidence, and technical service-performance discussions.
Participate in change planning, service readiness, knowledge transfer, independent-operation validation, and continuous improvement activities.
Provide 24x7x365 shift, after-hours, escalation, and on-call coverage as assigned.
Required Qualifications and Experience
Three or more years of progressive experience in Service Desk, desktop support, endpoint engineering, Microsoft 365 administration, or managed services.
Demonstrated experience providing Level 2 support and resolving complex incidents across Microsoft 365, Windows endpoints, identity, access, endpoint management, VPN, remote access, and enterprise applications.
Hands-on experience with ServiceNow or a comparable ITSM platform, Microsoft Entra ID, Microsoft Intune, Windows Autopilot, Active Directory, Exchange Online, Teams, SharePoint Online, OneDrive, and endpoint security controls.
Experience with device compliance, multifactor authentication, conditional access, encryption, role-based access, and least-privilege practices.
Strong diagnostic, analytical, documentation, customer communication, incident ownership, and stakeholder coordination skills.