IT Service Desk Engineer Level II

Job Description

IT Service Desk Engineer Level II

Stratix Systems is an innovative and growing company providing a full range of IT consulting services to small and medium‑size businesses. Stratix Systems has been in business for over 40 years and is headquartered in Wyomissing, PA with satellite offices located in Pennsylvania, Delaware and New Jersey. Stratix Systems is looking for motivated individuals with a “service first” mindset to deliver an exceptional experience for our clients.

The IT Service Desk Engineer Level II must have managed service provider experience or larger vertical IT support experience dealing with at least 50 to 100 clients. Deliver an excellent customer experience by providing technical support, training, and documentation for a variety of projects, service work, onboarding, and IT road‑mapping for Stratix IT clients. The role will report full‑time to Stratix’s Newark DE office and support the surrounding Delaware market.

An IT Service Desk Engineer Level II should be willing and able to help develop internal engineers and technicians, adapt to the client’s needs professionally, be self‑driven, and help the company improve and grow.

Normal start time is 8:00 am to 5:00 pm, and 40 hours per week, generally 5 workdays – Monday through Friday. However, because this role is client focused hours will vary based on the client need to include evenings or weekends. Clients may require an individual Network Administrator to be on call 24/7 in case of network failures or emergencies. As a non‑exempt employee, overtime is paid at one and one‑half times rate for hours worked more than 40 per week.

• Provide remote and on‑site client support to complete assigned tickets thoroughly and efficiently, resolving client’s issues in a professional and timely manner.
• Resolve end‑user and end‑customer escalation tickets to client satisfaction, within SLA resolution time frames and following best practices.
• Work with sales team on recommendations for existing and new client environments.
• Assess client environments including but not limited to networks, servers, onboarding, new clients, etc.
• Handle escalated tickets from Level I service technicians and take on Level III escalation tickets to continue to learn and grow.
• Support Microsoft Office products, Microsoft Windows Server, Microsoft Exchange Server (on‑prem and in the cloud), Microsoft Active Directory, Office 365, and Azure.
• O365 migrations from start to finish, documenting, teaching, training, and developing of IT team for more efficient and effective deployment and service delivery results.
• Deploy Desktop and Laptop systems in a variety of client environments.
• Support and troubleshoot basic to complex issues such as but not limited to:
• Server, networks, software, hardware, network issues, Windows, Mac desktop operating systems and Windows Server operating systems.
• LAN – WAN routing.
• Firewall administration including VPN administration.
• Mail migrations and setup.
• VMware and Hyper‑V hypervisors.
• Networking and firewall issues, including Sonic
  
  WALL, HPE/Aruba, ADTRAN, Meraki, and Cisco.
• Familiar with managing various SaaS services, including Microsoft 365, spam filtering, managed AV, etc.
• Installing, configuring, and supporting Windows Desktops, Quick Books, Lab Tech, Connect Wise, Smart phones.

• Perform technical assessments and provide sales‑ready product and service recommendations, labor estimates, and statements of work.
• Follow the IT Best Practice policies and procedures for effective and efficient execution.
• Complete additional duties as directed and assigned by management.

• Ability to understand technical details in an incident or request to appropriately route the ticket to the correct support level and set priority.
• Prior customer service experience, including, but not limited to, speaking with clients in a professional manner daily.
• Exceptional written and verbal communication skills to interact with clients and internal team members regarding incidents, requests, based…