Service Desk Engineer II - Incident Resolution & Leadership

fwslash; St. Louis (MO); On-site; USD 65,000 - 95,000; Full time

Job summary

Forward Slash Technology is seeking an experienced Level II/III IT Engineer to provide responsive, secure, well-documented technical support across diverse client environments; you will progress from incident resolution to advanced escalations and technical leadership. The role is primarily in-office in St.

Louis, requiring 3+ years (Level II) or 5+ years (Level III) of progressive support, with familiarity across Microsoft 365, Windows, networking, identity, endpoints, and security.

Qualifications

• 3+ years progressive support experience (Level II) or 5+ years advanced support & escalation leadership (Level III).
• Experience with Microsoft 365, Windows, networking, identity, endpoints, systems administration, and security.
• Strong documentation and client communication; escalation judgment.

Responsibilities

• Resolve incidents and service requests within priority, SLA, security, documentation, and communication standards.
• Support Microsoft 365, Windows, identity, endpoints, networking, cloud, security tools, backups per 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.

Skills

Microsoft 365

Windows

Networking

Identity

Endpoints

Security

Documentation

Escalation leadership

Tools

Kaseya/ConnectWise

PowerShell

Job description

Forward Slash Technology is seeking an experienced Level II/III IT Engineer to provide responsive, secure, well-documented technical support across diverse client environments; you will progress from incident resolution to advanced escalations and technical leadership. The role is primarily in-office in St.

Louis, requiring 3+ years (Level II) or 5+ years (Level III) of progressive support, with familiarity across Microsoft 365, Windows, networking, identity, endpoints, and security.