Service Desk Engineer II/III: Advanced Support & Mentoring

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

Job summary

Forward Slash Technology in Missouri 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 as needed.

Responsibilities include resolving incidents per SLA, supporting Microsoft 365, Windows, networking, and security tools, and creating knowledge articles. The role is full-time, in-office with client-site options.

Qualifications

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

Responsibilities

• Resolve incidents and service requests per priority, SLA, security standards.
• Support Microsoft 365, Windows, identity, endpoints, applications, networking, cloud, security tools, backups, and approved client systems.
• 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

Documentation

Escalation leadership

Tools

PowerShell

Kaseya/ConnectWise

Job description

Forward Slash Technology in Missouri 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 as needed.

Responsibilities include resolving incidents per SLA, supporting Microsoft 365, Windows, networking, and security tools, and creating knowledge articles. The role is full-time, in-office with client-site options.