Service Desk Engineer III

Endurance IT Services; Virginia Beach (VA); Presencial; USD 70.000 - 95.000; Jornada completa

Descripción de la vacante

Endurance IT Services is seeking a highly skilled Service Desk Engineer III to serve as the senior escalation point for complex issues across client environments. The role focuses on resolving advanced support requests, guiding junior engineers, and upholding top-tier service delivery for our managed services practice.

Based in Virginia Beach, VA and fully onsite, you will lead critical incident response, perform root cause analysis, mentor staff, and ensure SLA adherence while collaborating

Formación

• 5+ years of IT support, systems administration, or MSP experience.
• Experience supporting Microsoft 365, Windows Server, AD, Exchange Online, Entra ID, and virtualization.
• MSP experience and certifications (Microsoft, CompTIA, Cisco, VMware, Azure) preferred.

Responsabilidades

• Serve as primary escalation resource for Tier 1/2 support teams.
• Troubleshoot and resolve advanced issues involving Microsoft 365, Windows Server, Active Directory, Entra ID (Azure), virtualization, networking, and security platforms.
• Lead root cause analysis and implement long-term solutions for recurring issues.
• Collaborate with vendors and internal teams to resolve critical incidents.
• Support infrastructure projects, migrations, upgrades, and client implementations.
• Mentor and provide technical guidance to junior engineers.
• Maintain accurate documentation and ensure adherence to service-level agreements (SLAs).
• Participate in on-call rotations and provide onsite support as needed.

Conocimientos

Escalation management

Mentoring juniors

Root cause analysis

Documentation

On-call support

Educación

MSP certifications (Microsoft, CompTIA, Cisco, VMware, Azure)

Herramientas

Microsoft 365

Windows Server

Active Directory

Exchange Online

Entra ID (Azure)

Virtualization

Networking (firewalls, switches)

Security best practices

Descripción del empleo

Endurance IT Services is seeking a highly skilled Service Desk Engineer III to serve as the senior escalation point for complex technical issues that arise across our client environments. This role is responsible for resolving advanced support requests, helping lead junior engineers, and ensuring exceptional service delivery for our managed services practice.

Work Location: Viriginia Beach, VA

Work Arrangement: Fully onsite

Key Responsibilities

• Serve as the primary escalation resource for Tier 1 and Tier 2 support teams.
• Troubleshoot and resolve advanced issues involving Microsoft 365, Windows Server, Active Directory, Entra ID (Azure), virtualization, networking, and security platforms.
• Lead root cause analysis and implement long-term solutions for recurring issues.
• Collaborate with vendors and internal teams to resolve critical incidents.
• Support infrastructure projects, migrations, upgrades, and client implementations.
• Mentor and provide technical guidance to junior engineers.
• Maintain accurate documentation and ensure adherence to service-level agreements (SLAs).
• Participate in on-call rotations and provide onsite support as needed.

Qualifications

• 5+ years of IT support, systems administration, or MSP experience.
• Experience supporting Microsoft 365, Windows Server, Active Directory, Exchange Online, Entra ID, and virtualization technologies.
• Strong knowledge of networking, firewalls, switches, wireless technologies, and security best practices.
• Proven ability to troubleshoot complex technical issues and manage escalations.
• MSP experience and industry certifications (Microsoft, CompTIA, Cisco, VMware, Azure) are preferred.

About Us

Endurance IT Services provides Managed IT Services, Cybersecurity Solutions, and IT Consulting to help businesses stay secure and productive. We also offer IT Staffing for Direct-Hire, Contract-to-Hire, and Contract roles, plus internal full-time positions.

Some opportunities may not be exclusive and can change as we work with clients but our goal is always to help candidates find the right job.