Service Desk Engineer L2

Service Desk Engineer L2

Stamford CT - Stamford, CT 06907

Salary Range $60,000.00 - $72,000.00 Salary Job Shift Day Education Level 2 Year Degree Category Information Technology

Position:
Service Desk Engineer L2

Reports To:

Service Desk Supervisor Division:
Service Desk FLSA:
Exempt Office Designation:
In Office, Hybrid Office

Location:

Stamford, CT The Service Desk Engineer L2 provides intermediate technical support to Omega Systems' customers and employees across offices, remote locations, and customer sites. Acting as a key escalation point from Level 1, this role is responsible for diagnosing and resolving more complex incidents, implementing solutions, and ensuring the stability of customer and internal IT services. Responsibilities include supporting servers, networks, desktops, printers, and telephony systems, as well as analyzing recurring issues, documenting solutions, and contributing to the Service Desk knowledge base.

The SD Engineer II collaborates closely with Account Managers and Customer Success Managers, providing guidance on escalated issues and playing an active role in improving first-line resolution rates and overall service efficiency.

NOTE:

On-call rotation is required for this position. Functional Responsibility and Task Statements
• Provide 2nd Level support through desk-side, remote, and local office support services
• Watch for repeat tickets to find trending issues.
• Work directly with Account Managers and Customer Success Managers on their customers' escalated issues.
• Create new knowledge base articles to increase the rate of first-line resolution
• Follow documented processes for incident management and request fulfilment
• Provide guidance and direction for escalated service issues
• Demonstrates dedication to customer service and can assess risks quickly
• Analyze and document software requirements Leadership and People Responsibilities
• Work with other colleagues within Omega Systems teams to deliver an effective Customer support service offering
• Help ensure Customer support services teams are focused on achieving results using all resources available from initiation to resolution
• Ensure that effective working relationships at all levels are achieved by simplifying complex technical messages and acting as an advocate of Omega Systems Customer support teams both externally and internally Technical Responsibility and Task Statements
• Provide timely resolutions to technical support issues while following company standards
• Properly log, prioritize, assign, track, and respond to incidents and requests promptly
• Identify and resolve incidents within agreed SLAs, policies, and procedures
• Develop new support documentation of solutions that are used by Customer support services
• Monitor incident trends and identify recurring incidents for resolution
• Ensure that all relevant incidents are linked to an appropriate problem
• Document and test new solutions for Omega Systems to use and implement in customer environments for problem resolution.
• Perform root cause analysis as needed for problems, working closely with other Omega Systems support teams
• Install and maintain desktop hardware and software, and provide PC hardware troubleshooting/repair
• Use advanced tools/technical knowledge to remediate Customer problems and conduct scheduled installs
• Analyze desktop usage and computer peripherals
• Analyze, troubleshoot, correct, and document defects in existing software systems
• Responsible for installation, testing, troubleshooting, and repair of workstations
• Responsible for installation and configuration of workstation software
• Complete PC installation, maintenance, e-mail administration, and disk capacity monitoring
• Provide accurate estimates for and track data on time spent adding new features and fixing defects
• Ensure technical documentation is created and tested Incumbent(s) in this position may be required to perform other duties and special assignments not specifically stated. Environmental:
The job operates in a professional office environment. This role routinely utilizes standard office equipment, including computers…