Response and Resolution Engineer II

MegaCorp Logistics; Wilmington (NC); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

401(k) matching

Birthday celebrations

Wellness program

Annual parties

PTO & Flex holidays

Company outings

Job summary

MegaCorp Logistics is seeking a Service Desk Engineer II to resolve hardware and software issues, provide remote IT support, and develop AI-driven automations to improve service desk efficiency.

The role emphasizes user-centered service, proactive problem-solving, and clear documentation across a multi-office environment. You will work with senior IT staff to design scalable automation while ensuring security and compliance.

Qualifications

• Associate degree in IT or equivalent experience.
• 3+ years of IT-related experience.
• Experience with Windows 10/11 and Windows Server.
• Familiarity with ITSM platforms like Jira Service Management or ServiceNow.

Responsibilities

• Troubleshoot hardware and software issues across workstations, peripherals, phones, and enterprise systems.
• Provide remote support across multiple office locations.
• Analyze systems and applications to identify root causes.
• Follow SOPs and document new troubleshooting paths.
• Manage user accounts, device imaging, and system configuration.
• Maintain accurate hardware and asset inventory records.
• Communicate updates and resolutions clearly to users.
• Prioritize tickets and escalate with context.

Skills

IT support

Communication

Documentation

Problem solving

Teamwork

Education

Associate’s degree in IT or equivalent experience

Tools

Jira

Jira Service Management

Power Automate

Replit

ServiceNow

Azure

Intune

Active Directory

Job description

Ranked as a top 30 brokerage company and in the top 100 of all Logistics Companies in the US, MegaCorp Logistics is a fast-growing third-party logistics company. We are seeking highly creative and motivated individuals who are committed to finding successful answers to our clients' needs. Our team represents decades of experience in the 3PL industry and we are looking to add more talent to our team. We offer our employees a competitive benefits package that includes unlimited earning potential, medical/dental/vision benefits, matching 401(k) Plan, paid time off, and many more perks in a fun high-energy environment. We have our employee’s best interest at heart and know you are not simply a number. We want you to thrive in a positive work environment so we give you the tools for success.

Service Desk Engineer II

• Resolve technical issues quickly and reliably to keep employees productive.
• Provide hands-on IT support across hardware, software, and systems in a multi-office environment.
• Develop and maintain AI-driven automations to improve service desk efficiency.
• Apply strong technical judgment, clear communication, and proactive problem-solving.

Ideal Candidate Traits

• Composed, service-oriented professional who prioritizes user experience.
• Methodical problem-solver who diagnoses issues systematically and documents findings.
• Builder mindset — identifies opportunities to automate repetitive work.
• Self-directed and accountable, managing workload and tickets independently.
• Transparent and detail-oriented with clear documentation practices.
• Discreet and trustworthy when handling sensitive systems, accounts, and data.

Core Responsibilities

• Troubleshoot and resolve hardware and software issues across workstations, peripherals, phones, and enterprise systems.
• Provide remote support and system configuration across multiple office locations.
• Analyze systems, programs, and applications to identify root causes of issues.
• Follow established SOPs for known issues and document new troubleshooting paths.
• Manage user accounts, device imaging, and system configuration.
• Maintain accurate hardware and asset inventory records.
• Communicate clearly with users, providing updates, timelines, and resolution confirmation.
• Prioritize support tickets and elevate issues appropriately with detailed context.

Automation & Process Improvement

• Design, build, and maintain AI-driven automations for service desk operations.
• Use tools such as Jira Automation, Jira Service Management AI, Power Automate, Replit, and custom AI agents.
• Identify workflow inefficiencies and implement scalable automation solutions.
• Document automation logic, triggers, dependencies, and processes.
• Monitor automation performance and continuously improve reliability and accuracy.
• Collaborate with senior IT staff to test, deploy, and refine automation initiatives.
• Ensure all automation solutions follow security, compliance, and data handling best practices.

Success Indicators

• Technical issues resolved efficiently with clear documentation to prevent repeat problems.
• Positive end-user support experience through clear communication and follow-through.
• Implementation of effective automations that reduce manual work and improve response times.
• Well-documented tickets and solutions that strengthen team knowledge sharing.
• Reliable and continuously improved automation workflows.
• Strong collaboration with senior technicians and IT leadership leading to faster resolution cycles.
• Long-term reduction of recurring issues and improved service desk efficiency.

Technologies & Requirements

• Microsoft Windows 10/11, Windows Server
• Microsoft Office 365, Azure, Intune, Active Directory
• Jira and Jira Service Management
• Power Automate, Replit, custom AI agents
• ServiceNow or similar ITSM platforms
• Associate’s degree in IT or equivalent experience
• 3+ years of IT-related experience required

Mega Awesome Perks

• Medical, dental, vision, and life and disability insurance
• 401(K) matching
• Birthday celebrations
• Health and wellness initiative including gym membership
• Annual parties
• PTO and Flex holidays
• Company sponsored outings

MegaCorp Logistics, LLC is an Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, genetic information, disability or protected veteran status.

If you are unable to apply online due to a disability, contact the HR Department at [phone] ext. 1030