Service Desk Engineer II — Elevate IT Support & Security

fwslash; Springfield (MO); On-site; USD 65,000 - 90,000; Full time

Job summary

Forward Slash Technology seeks an experienced IT Support Engineer to provide responsive, secure technical support across diverse client environments. You will progress from incident resolution to advanced escalations and technical leadership, mentoring peers and contributing to knowledge bases.

The role emphasizes documentation, customer service, and strong security awareness within a professional MSP environment. In-office work is required with possible client-site assignments.

Qualifications

• 3+ years of progressive support experience (Level II) or 5+ years (Level III).
• Experience across Microsoft 365, Windows, networking, identity, and security.
• Strong documentation, client communication, and escalation judgment.

Responsibilities

• Resolve incidents and service requests per SLA, security, and docs.
• Assist across Microsoft 365, Windows, networking, and cloud environments.
• Mentor peers, lead complex troubleshooting, and perform root-cause analysis.
• Create knowledge articles and standard configurations for the team.
• Participate in on-call, patching, and maintenance activities.

Skills

Technical troubleshooting

Customer service

Documentation

Security awareness

Prioritization

Learning agility

Team collaboration

Ownership

Education

CompTIA A+ / Network+ / Security+

Microsoft certifications

Kaseya/ConnectWise

ITIL credentials

Tools

PowerShell

RMM platforms

PSA platforms

Job description

Forward Slash Technology seeks an experienced IT Support Engineer to provide responsive, secure technical support across diverse client environments. You will progress from incident resolution to advanced escalations and technical leadership, mentoring peers and contributing to knowledge bases.

The role emphasizes documentation, customer service, and strong security awareness within a professional MSP environment. In-office work is required with possible client-site assignments.