Service Desk Engineer L2

Position Overview

Service Desk Engineer L2 – Stamford, CT
Omega Systems’ Service Desk Engineer L2 provides intermediate technical support to customers and employees. Acting as a key escalation point from Level 1, the engineer diagnoses and resolves complex incidents, implements solutions, and ensures the stability of internal and customer-facing IT services. The role is hybrid (in-office and remote) and requires participation in an on‑call rotation.

• Provide second‑level support through desk‑side, remote, and on‑site services.
• Monitor and analyze recurring incidents to identify trends and root causes.
• Collaborate with Account Managers and Customer Success Managers on escalated customer issues.
• Create new knowledge‑base articles to improve first‑line resolution rates.
• Follow documented incident‑management and request‑fulfilment processes.
• Guide and direct progress on escalated service issues.
• Deliver technical support for servers, networks, desktops, printers, and telephony systems.
• Document solutions and maintain problem‑management records.
• Install, configure, and troubleshoot desktop hardware and software, including Windows, Linux, and Unix environments.
• Support VPN, LAN/WAN infrastructure, Active Directory, Group Policies, and domain services.
• Maintain and update documentation for internal teams and customer environments.
• Perform root‑cause analysis and collaborate with other support teams in problem resolution.
• Assume additional duties and special assignments as needed.

• 3+ years of IT experience supporting inbound customer requests or issue resolution.
• High‑school diploma.
• Experience with Connect Wise Manage or similar ticketing systems.
• Strong working knowledge of desktop and server operating systems (Windows, Linux, Unix).
• Proficiency with Microsoft Office Suite and desktop applications.
• Experience with Active Directory (account creation, password reset, group membership, distribution groups).
• Experience supporting VPN clients and VPN administration.
• Experience supporting LAN/WAN network infrastructure.
• Experience in RDS or Citrix environments.
• 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 file permissions.
• Experience with internal and external DNS administration.
• Experience with Group Policy creation and troubleshooting.
• Experience with VMWare and/or Hyperv.
• Excellent listening, questioning, and customer‑service skills.
• Strong problem‑solving and logical thinking abilities.
• Ability to maintain composure, tact, and effectiveness under stressful conditions.
• Strong verbal and written communication skills.

• Bachelor’s degree in information technology, computer science, engineering, or related field.
• MS in Computer Science or Information Management.

The position operates in a professional office environment with standard office equipment, including computers and telephones. Minimal travel is required.

Omega Systems provides equal employment opportunities to all qualified individuals without regard to race, color, religion, national origin, sex, gender identity, sexual orientation, age, disability, or any other characteristic protected by law. Applicants who are or become disabled must be able to perform the essential job functions with or without reasonable accommodation, determined on a case‑by‑case basis.