Senior Service Desk Engineer II/III — Leadership & Automation

Forward Slash Technology; Springfield (MO); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Forward Slash Technology in Missouri seeks a Level II/III IT support engineer to provide responsive, secure technical support across diverse client environments. Progress from incident resolution to advanced escalations and technical leadership.

The role emphasizes Microsoft 365, Windows, networking, identity, endpoints, and security; you will use RMM/PSA tools, create knowledge articles, mentor peers, and participate in on-call and major incidents.

Qualifications

• 3+ years of progressive support experience for Level II, or 5+ years for Level III.
• Working knowledge across Microsoft 365, Windows, networking, identity, endpoints, systems administration, and security.
• Strong documentation, client communication, procedural discipline, and escalation judgment.

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.

Skills

Microsoft 365

Windows

Networking

Identity

Endpoints

Security

Documentation

Escalation judgment

Customer service

Mentoring

Education

CompTIA A+/Network+/Security+

Microsoft certifications

Tools

Kaseya/ConnectWise

PSA/RMM platforms

PowerShell

Job description

Forward Slash Technology in Missouri seeks a Level II/III IT support engineer to provide responsive, secure technical support across diverse client environments. Progress from incident resolution to advanced escalations and technical leadership.

The role emphasizes Microsoft 365, Windows, networking, identity, endpoints, and security; you will use RMM/PSA tools, create knowledge articles, mentor peers, and participate in on-call and major incidents.