Service Desk Engineer II - Escalations & Projects

Simply Technology; Grosse Pointe Woods (MI); On-site; USD 70,000 - 90,000; Full time

Job summary

Simply Technology is seeking a Service Desk Engineer (Level II) to handle escalated IT issues across workstations, servers, networks, and vendor systems. You will mentor Level I staff, manage professional services projects, and ensure timely task delivery while maintaining high customer service standards.

The ideal candidate has 5+ years in customer service and desktop support within an MSP or multi-site IT environment, with proficiency in Autotask, Datto, and Unifi.

Qualifications

• 5+ years of customer service experience.
• 5 years of desktop support experience.
• MSP experience preferred.
• Technical support in production IT environments.

Responsibilities

• Escalation point for engineering support and project activities.
• Lead and manage Professional Services projects including Microsoft 365 migrations and onboarding.
• Document support activity and time entries.
• Coordinate and communicate project status with stakeholders.

Skills

Customer Service

Desktop Support

MSP Experience

Technical Support

Multi-site environments

Tools

Autotask

Datto

Unifi

Job description

Simply Technology is seeking a Service Desk Engineer (Level II) to handle escalated IT issues across workstations, servers, networks, and vendor systems. You will mentor Level I staff, manage professional services projects, and ensure timely task delivery while maintaining high customer service standards.

The ideal candidate has 5+ years in customer service and desktop support within an MSP or multi-site IT environment, with proficiency in Autotask, Datto, and Unifi.