OMEGA SYSTEMS JOB DESCRIPTION

The Service Desk Engineer L2 provides intermediate technical support to Omega Systems’ customers and employees across offices, remote locations, and customer sites. Acting as a key escalation point from Level 1, this role is responsible for diagnosing and resolving more complex incidents, implementing solutions, and ensuring the stability of customer and internal IT services. Responsibilities include supporting servers, networks, desktops, printers, and telephony systems, as well as analyzing recurring issues, documenting solutions, and contributing to the Service Desk knowledge base. The SD Engineer II collaborates closely with Account Managers and Customer Success Managers, providing guidance on escalated issues and playing an active role in improving first-line resolution rates and overall service efficiency. NOTE: On-call rotation is required for this position.

Functional Responsibility and Task Statements

• Provide 2nd Level support through desk-side, remote, and local office support services
• Watch for repeat tickets to find trending issues.
• Work directly with Account Managers and Customer Success Managers on their customers’ escalated issues.
• Create new knowledge base articles to increase the rate of first-line resolution
• Follow documented processes for incident management and request fulfilment
• Provide guidance and direction for escalated service issues
• Demonstrates dedication to customer service and can assess risks quickly
• Analyze and document software requirements

Leadership and People Responsibilities

• Work with other colleagues within Omega Systems teams to deliver an effective Customer support service offering
• Help ensure Customer support services teams are focused on achieving results using all resources available from initiation to resolution
• Ensure that effective working relationships at all levels are achieved by simplifying complex technical messages and acting as an advocate of Omega Systems Customer support teams both externally and internally

Technical Responsibility and Task Statements

• Provide timely resolutions to technical support issues while following company standards
• Properly log, prioritize, assign, track, and respond to incidents and requests promptly
• Identify and resolve incidents within agreed SLAs, policies, and procedures
• Develop new support documentation of solutions that are used by Customer support services
• Monitor incident trends and identify recurring incidents for resolution
• Ensure that all relevant incidents are linked to an appropriate problem
• Document and test new solutions for Omega Systems to use and implement in customer environments for problem resolution.
• Perform root cause analysis as needed for problems, working closely with other Omega Systems support teams
• Install and maintain desktop hardware and software, and provide PC hardware troubleshooting/repair
• Use advanced tools/technical knowledge to remediate Customer problems and conduct scheduled installs
• Analyze desktop usage and computer peripherals
• Analyze, troubleshoot, correct, and document defects in existing software systems
• Responsible for installation, testing, troubleshooting, and repair of workstations
• Responsible for installation and configuration of workstation software
• Complete PC installation, maintenance, e-mail administration, and disk capacity monitoring
• Provide accurate estimates for and track data on time spent adding new features and fixing defects

• Ensure technical documentation is created and tested

• Incumbent(s) in this position may be required to perform other duties and special assignments not specifically stated.

• 3+ years of information technology experience supporting inbound Customer requests or issue resolution
• High school Diploma
• Experience with ConnectWise Manage software or a similar ticketing system
• Strong working knowledge of desktop and server operating systems (Windows, Linux, Unix, etc.)
• Proficiency with Microsoft operating systems, Microsoft Office Suite (Outlook, Word, Excel, and PowerPoint), and Microsoft desktop applications
• Experience with Active Directory account creation, password resets, group membership changes, distribution groups, and other AD functions
• Experience supporting VPN clients and VPN Administration
• Experience supporting LAN/WAN network infrastructure
• Experience supporting applications running in an RDS or Citrix environment
• Experience with Microsoft 365 Entra, SharePoint, Intune
• Experience with Spam Filter and Phishing Analysis
• Experience with Microsoft Exchange Online and mail flow analysis
• Strong working knowledge of Office 365 user and mail administration
• Proficiency with NTFS file permissions
• Experience with internal and external DNS administration
• Experience with creating, changing, and troubleshooting Group Policies
• Experience with VMWare and/or HyperV
• Excellent listening, questioning, and customer service skills
• Strong problem-solving and logical thinking skills, able to absorb and relate to new technical concepts quickly, and build on knowledge learned
• Ability to maintain composure, tact, and effectiveness under stressful conditions
• Ability to organize information, efficiently manage time, and balance multiple priorities
• Strong verbal and written communication skills, particularly an ability to relay technical concepts to a business audience

Preferred

• Bachelor’s degree in information technology, Computer Science, Engineering, or related field
• MS in Computer Science or Information Management