> Markdown version of [/jobs/ext/2364961-it-service-engineer-ii](https://www.wearedevelopers.com/jobs/ext/2364961-it-service-engineer-ii). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Service Engineer II - **Company:** After School Matters, Inc. - **Location:** Lynnwood, WA, United States - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Microsoft Windows, User Authentication, Microsoft Azure, BitLocker Drive Encryption, Identity and Access Management, Networking Basics, Windows PowerShell, Microsoft SharePoint, Microsoft InTune, Deployment Automation - **Published:** August 20, 2026 - **Apply:** https://executech.applytojob.com/apply/1tui0lNeqa/IT-Service-Engineer-II?source=GS ## About the Role The Service Engineer II independently resolves more complex issues and assumes full ownership for end-to-end resolution. This role requires stronger technical judgment, efficiency, proactive communication, and disciplined execution in a metric-driven environment. This role may include dedicated client service assignments requiring broad technical execution, independent ownership, and cross-functional collaboration within Executech standards., * 2-5 years of IT support experience with increasing complexity (MSP experience strongly preferred). * Strong working knowledge of Microsoft 365 administration, identity, device management, and common MSP toolsets. * Able to prioritize effectively under SLA pressure while maintaining quality and client communication. * Comfortable performing intermediate troubleshooting across multiple systems and documenting evidence. * Working knowledge of PowerShell fundamentals and willingness to build safe automation (reviewed/approved)., * Integrity: make sound technical decisions; follow standards under pressure; escalate appropriately. * Mindset: continuously improve skills; adapt quickly to new tooling/standards; apply feedback independently. * Passion: own outcomes, not tasks; bring energy to problem-solving and client experience. * Accountability: drive tickets to resolution; meet KPI expectations consistently; keep work visible and up to date. * Client-Centric: manage expectations with proactive updates and clear next steps. * Teamwork: share knowledge; mentor; contribute constructively to execution improvements. ## Description * Resolve issues beyond Service Engineer I scope across devices, identity, Microsoft 365, networking fundamentals, and core business systems, acting as a consistent technical lead for assigned clients and queues. * Own tickets end-to-end: client updates, vendor/carrier coordination, resolution confirmation, and handoff when scope spans multiple teams. * Apply structured troubleshooting and sound judgment on when to proceed independently, escalate, or engage additional resources. * Use scripting and automation for repeatable tasks (e.g., PowerShell for standard admin actions) within approved standards. * Support security posture through correct identity verification, suspicious-activity handling, and incident escalation workflows. * Contribute to operational improvement: surface recurring issues, recommend remediation, and update KB/runbooks. * Mentor Service Engineer I staff through shadowing, pairing, and high-quality escalation feedback. * Balance client advocacy with scalability, security, and Executech standards, operating across functional boundaries when needed while adhering to change control, documentation, and escalation practices., * Multi-step M365 administration (licenses, groups, mailbox permissions, SharePoint/Teams access issues) with judgment and minimal supervision. * Endpoint and device management (Intune policies, device compliance basics, BitLocker recovery, Autopilot resets) within SOP. * Identity and access management troubleshooting (Conditional Access impacts, SSO issues, MFA/Authenticator edge cases). * Backup/DR and security tooling triage (agent health, failed jobs, initial containment actions per incident SOP). * PSA/RMM improvements: suggests workflow fixes; flags recurring issue trends with evidence. Performance Expectations (KPIs) * SLA compliance: 90% (rolling 90-day). * CSAT: 97% positive (rolling 90-day). * Utilization: 90% utilization target. * Billable efficiency: 80% billable efficiency (rolling 90-day). * Ticket quality: meets documentation/time-entry standards; participates in QA audits. * QA target: 90/100 (< 85/100 triggers coaching plan)., * Hold (or actively pursue) one Microsoft role-based certification aligned to daily responsibilities (e.g., MD-102 or MS-102). * AZ-104 is recommended for engineers working regularly in Azure/M365 administration and is required for Senior promotion readiness. * (Equivalent experience may be considered where appropriate.) ## Related Videos - [Developer Tools for Microsoft Azure](https://www.wearedevelopers.com/videos/450-developer-tools-for-microsoft-azure) - [Develop enterprise-ready applications for Microsoft Teams with Azure resources on modern web technologies](https://www.wearedevelopers.com/videos/187-develop-enterprise-ready-applications-for-microsoft-teams-with-azure-resources-on-modern-web-technologies) - [Fake or News: Translating Dog Barks, Notepad Gets an Upgrade and Michelin-Star Robots - Paul Tregoing](https://www.wearedevelopers.com/videos/1802-fake-or-news-translating-dog-barks-notepad-gets-an-upgrade-and-michelin-star-robots-paul-tregoing) - [Hacking MSSQL on Cloud. All of them. How I became sysadmin on Azure, AWS, GCP and Alibaba.](https://www.wearedevelopers.com/videos/100339-hacking-mssql-on-cloud-all-of-them-how-i-became-sysadmin-on-azure-aws-gcp-and-alibaba) - [How Lufthansa Industry Solutions is preparing for the Quantum Age! ](https://www.wearedevelopers.com/videos/1443-how-lufthansa-industry-solutions-is-preparing-for-the-quantum-age) - [Checkmate: 5 Real Incidents That Can End a Software Company](https://www.wearedevelopers.com/videos/100126-checkmate-5-real-incidents-that-can-end-a-software-company) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [What’s the Difference between a Junior, Mid, and Senior Developer?](https://www.wearedevelopers.com/magazine/238-what-s-the-difference-between-a-junior-mid-and-senior-developer) - [Dev Digest 134 - Where pixels sing?](https://www.wearedevelopers.com/magazine/477-dev-digest-134-where-pixels-sing) - [Why Upskilling And Reskilling is Important For Developers](https://www.wearedevelopers.com/magazine/428-why-upskilling-and-reskilling-is-important-for-developers)