Service Desk Technician II

As a Service Desk Technician (Tier
2) at MRE Consulting, you will provide advanced technical support and operational leadership within a fast-paced Managed Services environment. This role involves analyzing system performance, resolving escalated issues, and mentoring Tier 1 technicians while maintaining a strong sense of urgency, accountability, and pride in every task.

You will be directly responsible for triaging complex incidents, optimizing end-user systems, and contributing to continuous improvement initiatives that enhance service quality and client satisfaction.

• Serve as an escalation point for Tier 1 support—troubleshooting and resolving advanced hardware, software, and networking issues.
• Perform Tier 2 triage and root-cause analysis of incidents, ensuring accurate documentation and timely resolution within SLAs.
• Manage daily monitoring of client environments, proactively identifying issues before they impact users.
• Execute system updates, patches, and maintenance procedures to prevent service interruptions.
• Provide remote and on-site support for critical incidents, ensuring professional communication and follow-through with clients.
• Collaborate with engineering and project teams on deployments, upgrades, and special initiatives.
• Develop and maintain Standard Operating Procedures (SOPs), troubleshooting guides, and knowledge base documentation.
• Train and mentor Tier 1 technicians, promoting accuracy, ownership, and consistency in ticket handling.
• Communicate effectively with non-technical users, maintaining composure and professionalism in high-pressure situations.
• Contribute to process improvement and service delivery optimization across the Managed Services practice.
• Participate in on-call rotations, after-hours support, and occasional travel to client sites as required.

Required:

• Associate or Bachelor’s degree in Computer Science, Information Systems, or a related field.
• 2–4 years of experience in IT performance analysis, desktop support, or MSP service delivery.
• Strong understanding of ITSM processes and ticketing systems (HaloPSA, Connect Wise, Manage Engine, or equivalent).
• Advanced proficiency with Windows 10/11, Microsoft 365, Active Directory, and Azure Active Directory.
• Working knowledge of networking fundamentals (DNS, DHCP, VPN, LAN/WAN troubleshooting).
• Demonstrated accountability, attention to detail, and follow-through on assigned tasks.
• Proven ability to manage competing priorities with urgency, accuracy, and professionalism.
• Excellent communication skills—both written and verbal—with the ability to explain complex issues clearly.
• Preferred:
• Hands-on experience with Microsoft Azure, Exchange migrations, Intune, or cloud-based environments.
• Exposure to scripting, Power Shell automation, and system performance tuning.
• Experience with Cisco ASA firewalls, switches, and VoIP phone configuration.
• ITIL certification or familiarity with ITIL best practices.
• CompTIA Network+, Security+, or Microsoft Certified:
  Modern Desktop Administrator Associate.

• Accountability & Ownership:
  Follows through on commitments and resolves issues without deflection.
• Technical Depth:
  Demonstrates advanced troubleshooting across multiple systems and platforms.
• Urgency & Initiative:
  Acts decisively to mitigate client impact and restore service quickly.
• Leadership & Mentorship:
  Guides Tier 1 staff and reinforces best practices and standards.
• Communication Excellence:
  Provides clear, professional, and proactive updates to clients and peers.
• Attention to Detail:
  Maintains complete, accurate documentation and consistent follow-up.
• Pride in Work:
  Reflects MRE’s reputation through diligence, quality, and professionalism.

At MRE, you’ll join a culture grounded in structure, accountability, and excellence. We empower our people to take ownership, think critically, and continually improve. You’ll have the opportunity to grow your technical expertise while working in a collaborative environment that values both precision and pride in service.

MRE Consulting is a technology and business consulting firm that helps companies solve tough challenges, create value, and remain competitive. Our core offerings span IT Managed Services, Commodities Trading and Risk Management, Salesforce, Dev Ops, and Business Intelligence.

Founded in 1994 and headquartered in Houston, TX, MRE builds teams that combine business acumen with strong technical expertise. Within our Managed Services practice, we deliver structure, accountability, and operational excellence to every client we support.