Service Desk Engineer II Managed Services Automation AI

Job Description

Job Description

DECISION DIGITAL

Service Desk Engineer II

Managed Services, Automation & AI

• Reports To:
  
  Service Delivery Manager
• Practice:
  Managed Services (shared resource with Connect Wise Consulting)
• Key Partners:
  Service Desk Lead, Tier-2/3 Engineers, Consulting Project Managers
• System of Record:
  Connect Wise Manage
• Employment Type:
  
  Full-time, exempt
• Work Location:
  
  Hybrid - three days in office, two days remote, with occasional travel to client sites in metro Atlanta
• Compensation: $65,000 - $75,000 base, commensurate with experience

Role Summary

The Service Desk Engineer II is accountable for resolving client issues quickly and correctly on the front line of our Managed Services practice, and for continuously reducing the volume of work that reaches the front line in the first place.

This role is built for one of two candidates: an experienced Tier 1 engineer ready to move into Tier 2 work, or a newer Tier 2 engineer who wants to go deep on automation, workflow design, and applied AI inside an MSP.

A core expectation of this role is leverage. We are not hiring another pair of hands to absorb ticket volume. We are hiring someone who resolves today's tickets well and then removes the cause so we do not see them again. Automation and AI capability is written into the job, not deferred to spare time.

Operating Context

Decision Digital runs two delivery practices: a mature Managed Services practice and a dedicated Connect Wise Consulting division. Engineers are shared resources across both. Connect Wise is our system of record for all work.

Practically, this means you will spend most of your time on managed services delivery, with periodic allocation to MSP-owned projects and, as you develop, to Connect Wise consulting engagements. It also means