Service Engineer II

The Ideal Candidate

The Service Engineer II provides intermediate-level technical support and engineering services across assigned technology domains. This role serves as an escalation point for technical issues, supports implementation of enterprise technology solutions, and partners with internal and external support teams to ensure exceptional service delivery.

In addition to supporting end-user computing, network infrastructure, systems, cloud platforms, and other enterprise technologies as assigned, this role serves as the primary technical liaison for the outsourced Corporate Service Desk, provides white‑glove support for Executive Leadership, and ensures conference room and audio‑visual technologies are fully operational for key business meetings.

• Provide second-level technical support and serve as the primary escalation point for Level I support and offshore service desk personnel.
• Serve as the Genesco subject matter expert (SME) supporting the outsourced Corporate Service Desk partner and assist with day‑to‑day operational issues.
• Diagnose and resolve moderately complex technical issues across supported technologies.
• Support the deployment, configuration, maintenance, and optimization of infrastructure and end‑user systems.
• Participate in project implementations, upgrades, and technology rollouts.
• Analyze recurring issues and recommend operational and technical improvements.
• Deliver white‑glove technical support for Executive Leadership, C‑Suite, and designated VIP users while maintaining the highest level of professionalism, discretion, and confidentiality.
• Provide support, troubleshooting, and operational readiness for conference room and executive meeting room audio‑visual technologies, including Microsoft Teams Rooms, Zoom Rooms, and related collaboration platforms.
• Ensure conference room technology is fully functional for executive meetings and other critical business events.
• Maintain compliance with security, governance, and service management requirements.
• Contribute to technical documentation, knowledge base articles, and continuous process improvements.
• Mentor and provide technical guidance to offshore service desk personnel to improve service quality and issue resolution.

• Bachelor's degree or equivalent combination of education and experience.
• 2–5 years of technical support or engineering experience within an enterprise IT environment.
• Experience supporting executive leadership and VIP users.
• Experience working with outsourced service desk providers.
• Strong customer service, interpersonal, and communication skills with the ability to interact professionally with all levels of the organization.
• Experience supporting Microsoft Teams Rooms, Zoom Rooms, and conference room AV technologies.
• Working knowledge of Crestron room control systems preferred.
• Understanding of IT service management processes, SLAs, and incident management.
• Ability to troubleshoot complex technical issues and serve as a technical escalation resource.

• Experience supporting executive or VIP environments.
• ITIL, HDI, Microsoft, or other relevant technical certifications.
• Experience mentoring technical support teams or offshore service desk personnel.

• Ability to provide on-site support for executive meetings and conference room technology.
• Ability to maintain a high level of professionalism, discretion, and confidentiality when supporting executive leadership.