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$60k–$80k/yr
Full-time
professional certificate
Posted 20d ago
Apply by Oct 26
~40 hrs/week
Responsibilities
The Service Engineer II independently resolves complex technical issues across devices, identity, and Microsoft 365 environments while maintaining full ownership of tickets. They also contribute to operational improvements, mentor junior staff, and ensure high-quality documentation and SLA compliance.
Requirements
Candidates must have 2–5 years of IT support experience, preferably in an MSP environment, with strong skills in Microsoft 365 and identity management. A professional certification such as MD-102 or MS-102 is required or expected to be actively pursued.
Full job description
Role Summary
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.
Key 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.
Typical Work Scope (Examples)
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.
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).
Certification Expectations
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.)
IMPACT Expectations
Integrity: make sound technical decisions; follow standards under pressure; escalate appropriately.
Mindset: continuously improve skills; adapt quickly to new tooling/standards; apply feedback independently.
Passion: own outcomes, not tasks; bring energy to problem-solving and client experience.
Accountability: drive tickets to resolution; meet KPI expectations consistently; keep work visible and up to date.
Client-Centric: manage expectations with proactive updates and clear next steps.
Teamwork: share knowledge; mentor; contribute constructively to execution improvements.
Related keywords
IT Service EngineerMSPMicrosoft 365Identity ManagementEndpoint ManagementIntunePowerShellSLACSATTroubleshootingNetworkingBitLockerAutopilotBackupDisaster RecoveryPSA
Providing People First IT Services for Over 20 Years
Industry
Information Technology & Services
Company size
51-200 employees
Founded
2000
Headquarters
South Jordan, Utah
LinkedIn followers
4,147
Executech is a strategic IT partner built on a true vCIO mindset. We help organizations align technology with business goals to drive clear, measurable outcomes.
As a leading managed IT and cybersecurity provider across the West, we combine proactive support, advanced security, cloud expertise, and emerging technologies like AI to keep businesses secure, efficient, and ready for what’s next.
Technology should move your business forward — and we make sure it does.
Offices: 10876 S River Front Pkwy, #100, South Jordan, Utah 84095, US · 1624 Santa Clara Dr, Ste 245, Roseville, California 95661, US · 130 Nickerson St, #300, Seattle, Washington 98109, US · 1330 N Washington St, #2500, Spokane, Washington 99201, US · 8215 S Eastern Ave, Ste 101, Las Vegas, Nevada 89123, US
Outsource IT managementNetworksServersComputersCloud ServicesDisaster RecoveryAnti-VirusFirewallCybersecurityIT Support