Senior IT Service Desk Engineer

Forward Slash Technology

St. Louis, Northern (MO, KY)

Hybrid

USD 55,000 - 85,000

Full time

14 days+

Application generator

Turn this role into an interview — a resume and cover letter built around what this employer wants.

Get past ATS filters

Job summary

Forward Slash Technology is a St. Louis-based managed IT services provider seeking an IT Support Engineer (Level II/III) to deliver responsive, secure, and well-documented technical support across diverse client environments.

You will progress from incident resolution to advanced escalations, mentor peers, and lead complex troubleshooting while helping to improve automation and knowledge resources. This on-site role emphasizes collaboration and client partnership within a growing MSP framework.

Qualifications

Level II requires 3+ years of progressive support experience; Level III requires 5+ years of advanced support and escalation leadership.
Working knowledge across Microsoft 365, Windows, networking, identity, endpoints, systems administration, and security.
Strong documentation, client communication, procedural discipline, and escalation judgment.
CompTIA A+/Network+/Security+, Microsoft, Kaseya/ConnectWise, vendor, or ITIL credentials preferred.
MSP or multi-client service-delivery experience advantageous.

Responsibilities

Resolve assigned incidents and service requests within priority, SLA, security, documentation, and communication standards.
Support Microsoft 365, Windows, identity, endpoints, applications, networking, cloud, security tools, backups, and approved client systems according to level.
Use RMM, PSA, documentation, remote support, security, and monitoring tools consistently and accurately.
Communicate clearly with users and stakeholders, including status, expectations, workarounds, resolution, and prevention guidance.
Escalate appropriately with evidence, troubleshooting history, business impact, and recommended next action.
Create and improve knowledge articles, standard configurations, scripts, and troubleshooting procedures.
Participate in on-call, major-incident, patching, maintenance, onboarding, and project handoffs as assigned.
Level II/III engineers mentor peers as assigned, lead complex troubleshooting, perform root-cause analysis, and identify automation or standardization opportunities.