IT Service Engineer II: Client‑Focused Tech Lead

Executech; Bainbridge Island (WA); On-site; USD 90,000 - 120,000; Full time

Job summary

Executech on Bainbridge Island seeks a Service Engineer II to independently resolve complex IT issues and own end-to-end ticket resolution in a metric-driven MSP environment. This role requires strong technical judgment, proactive communication, and cross-functional collaboration within Executech standards.

Local candidates only; you will mentor junior staff, handle identity, Microsoft 365, and security-related incidents, and drive ticket closure with a focus on SLA and CSAT while following

Qualifications

• 2–5 years IT support experience with increasing complexity (MSP experience strongly preferred).
• Strong working knowledge of Microsoft 365 administration, identity, device management, and common MSP toolsets.
• Able to prioritize effectively under SLA pressure while maintaining quality and client communication.
• Comfortable performing intermediate troubleshooting across multiple systems and documenting evidence.
• Working knowledge of PowerShell fundamentals and willingness to build safe automation.

Responsibilities

• Resolve issues beyond Service Engineer I scope across devices, identity, Microsoft 365, networking fundamentals, and core business systems, acting as a consistent technical lead for assigned clients and queues.
• Own tickets end-to-end: client updates, vendor/carrier coordination, resolution confirmation, and handoff when scope spans multiple teams.
• Apply structured troubleshooting and sound judgment on when to proceed independently, escalate, or engage additional resources.
• Use scripting and automation for repeatable tasks (e.g., PowerShell for standard admin actions) within approved standards.
• Support security posture through correct identity verification, suspicious-activity handling, and incident escalation workflows.
• Contribute to operational improvement: surface recurring issues, recommend remediation, and update KB/runbooks.
• Mentor Service Engineer I staff through shadowing, pairing, and high-quality escalation feedback.
• Balance client advocacy with scalability, security, and Executech standards, operating across functional boundaries when needed while adhering to change control, documentation, and escalation practices.

Skills

IT support

Microsoft 365 administration

Identity management

Device management

PowerShell

MSP experience

Job description

Executech on Bainbridge Island seeks a Service Engineer II to independently resolve complex IT issues and own end-to-end ticket resolution in a metric-driven MSP environment. This role requires strong technical judgment, proactive communication, and cross-functional collaboration within Executech standards.

Local candidates only; you will mentor junior staff, handle identity, Microsoft 365, and security-related incidents, and drive ticket closure with a focus on SLA and CSAT while following