Service Desk Engineer L2

Overview

Position:
Service Desk Engineer L2

Reports To:

Service Desk Supervisor

Division:
Service Desk

FLSA:
Exempt

Office Designation:
In Office, Hybrid

Office

Location:

Mt. Holly, NJ;
Elmwood NJ; NYC;
Stamford CT;
Reading, PA

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.

• Provide 2nd Level support through desk-side, remote, and local office support services
• Watch for repeat tickets to identify 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
• Demonstrate dedication to customer service and assess risks quickly
• Analyze and document software requirements

• Work with other 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 effective working relationships at all levels by simplifying complex technical messages and acting as an advocate for Omega Systems Customer support teams 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 used by Customer support services
• Monitor incident trends and identify recurring incidents for resolution
• Ensure 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 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

• The job operates in a professional office environment with standard office equipment
• Travel:
  Minimal travel is required

• 3+ years of information technology experience supporting inbound customer requests or issue resolution
• High school Diploma
• Experience with Connect Wise Manage software or a similar ticketing system
• Strong working knowledge of desktop and server operating systems (Windows, Linux, Unix)
• Proficiency with Microsoft operating systems, Office Suite, and 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 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…