Senior Service Desk Engineer - Escalation & Support Lead

Complete Technology Services, LLC; Kansas City (MO); On-site; USD 63,000 - 85,000; Full time

Job summary

Complete Technology Services, LLC is seeking a Senior Service Desk Engineer to join our growing team. The role focuses on taking ownership of complex issues, providing advanced support for Windows and Microsoft 365, and managing network-related tasks in a fast-paced MSP environment.

You will document resolutions in IT Glue and contribute to knowledge bases while mentoring junior engineers and ensuring high customer satisfaction and SLA adherence. Occasional client-site support may be required.

Qualifications

• 3+ years of IT support experience, preferably in an MSP environment.
• Associate or Bachelor’s degree in Information Technology, Computer Science, or related field preferred; equivalent technical education and experience considered.
• Advanced knowledge of Windows and Microsoft 365 environments.

Responsibilities

• Ticket Escalation and Ownership: take ownership of complex/ escalated tickets and troubleshoot to resolution.
• Advanced Technical Support: provide Tier 1–2 support via phone, email, and chat; resolve advanced hardware, software, Microsoft 365, and networking issues.
• Network Management: troubleshoot and support network infrastructure including firewalls, switches, wireless APs, VPNs, and related technologies.
• Microsoft 365: provide advanced support for Microsoft 365 apps, administration, security, and user management.
• Technical Documentation: maintain accurate documentation of troubleshooting steps, resolutions, configurations, and client environments.
• Technical Projects: assist with client onboarding, migrations, technology implementations, and other projects.
• Technical Escalation: act as escalation point for Service Desk Engineers; assist with complex issues.
• Knowledge Sharing: create and maintain knowledge-base articles and procedures.

Skills

IT support

MSP environment

Windows

Microsoft 365

Networking

Documentation

Mentoring

Education

Associate or Bachelor's degree in IT or related field

Tools

IT Glue

Documentation platforms

Job description

Complete Technology Services, LLC is seeking a Senior Service Desk Engineer to join our growing team. The role focuses on taking ownership of complex issues, providing advanced support for Windows and Microsoft 365, and managing network-related tasks in a fast-paced MSP environment.

You will document resolutions in IT Glue and contribute to knowledge bases while mentoring junior engineers and ensuring high customer satisfaction and SLA adherence. Occasional client-site support may be required.