IT Service Engineer II - Onsite

Executech; United States; On-site; USD 70,000 - 90,000; Full time

Job summary

Executech in the United States is seeking an onsite Service Engineer II to independently resolve complex issues and own end-to-end resolution for assigned clients. This role requires strong technical judgment, proactive communication, and accountability within a metrics-driven MSP environment.

You will lead multi-step troubleshooting, coordinate with vendors, automate repeatable tasks with PowerShell, mentor junior engineers, and uphold Executech standards for security, change control, and

Qualifications

• 2–5 years IT support with MSP experience preferred.
• Strong MS 365 administration and identity management.
• Ability to prioritize under SLA pressure while maintaining quality and client communication.
• Proficient in intermediate troubleshooting across multiple systems and documenting evidence.
• Willingness to build safe automation using PowerShell (reviewed/approved).

Responsibilities

• Resolve issues beyond Service Engineer I scope across devices, identity, M365, networking fundamentals, and core business systems.
• Own tickets end-to-end: client updates, vendor coordination, resolution confirmation, and handoff across teams.
• Apply structured troubleshooting and sound judgment on escalation needs.
• Use PowerShell and automation for repeatable tasks within approved standards.
• Support security posture via identity verification and incident workflows.
• Contribute to operational improvement: surface recurring issues and update KB/runbooks.
• Mentor Service Engineer I staff through shadowing and escalation feedback.
• Balance client advocacy with security and Executech standards across functional boundaries.

Skills

MSP experience

Microsoft 365 administration

Identity management

PowerShell fundamentals

SLA-driven prioritization

Tools

PowerShell

MSP tooling

Job description

Role Summary

The onsite Service Engineer II independently resolves more complex issues and assumes full ownership for end-to-end resolution. This role requires stronger technical judgment, efficiency, proactive communication, and disciplined execution in a metric-driven environment. This role may include dedicated client service assignments requiring broad technical execution, independent ownership, and cross-functional collaboration within Executech standards.

Key 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, escalat, 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.

Typical Work Scope (Examples)

• Multi-step M365 administration (licenses, groups, mailbox permissions, SharePoint/Teams access issues) with judgment and minimal supervision.
• Endpoint and device management (Intune policies, device compliance basics, BitLocker recovery, Autopilot resets) within SOP.
• Identity and access management troubleshooting (Conditional Access impacts, SSO issues, MFA/Authenticator edge cases).
• Backup/DR and security tooling triage (agent health, failed jobs, initial containment actions per incident SOP).
• PSA/RMM improvements: suggests workflow fixes; flags recurring issue trends with evidence.

Performance Expectations (KPIs)

• SLA compliance: ≥ 90% (rolling 90-day).
• CSAT: ≥ 97% positive (rolling 90-day).
• Utilization: 90% utilization target.
• Billable efficiency: ≥ 80% billable efficiency (rolling 90-day).
• Ticket quality: meets documentation/time-entry standards; participates in QA audits.
• QA target: ≥ 90/100 (< 85/100 triggers coaching plan).

Skills & Experience

• 2–5 years of 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 (reviewed/approved).

Certification Expectations

• Hold (or actively pursue) one Microsoft role-based certification aligned to daily responsibilities (e.g., MD-102 or MS-102).
• AZ-104 is recommended for engineers working regularly in Azure/M365 administration and is required for Senior promotion readiness.
• (Equivalent experience may be considered where appropriate.)

IMPACT Expectations

• Integrity : make sound technical decisions; follow standards under pressure; escalat appropriately.
• Mindset : continuously improve skills; adapt quickly to new tooling/standards; apply feedback independently.
• Passion : own outcomes, not tasks; bring energy to problem-solving and client experience.
• Accountability : drive tickets to resolution; meet KPI expectations consistently; keep work visible and up to date.
• Client-Centric : manage expectations with proactive updates and clear next steps.
• Teamwork : share knowledge; mentor; contribute constructively to execution improvements.