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OMEGA SYSTEMS JOB DESCRIPTION
Position: Service Desk Engineer L2
Reports To: Service Desk Supervisor
Division: Service Desk
FLSA: Exempt
Office Designation: In Office, Hybrid
Office Location: Mt. Holly, NJ, Elmwood NJ, NYC, Stamford CT or Reading, PA
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.
Environmental: The job operates in a professional office environment. This role routinely utilizes standard office equipment, including computers and phones.
Travel Requirements: Minimal travel is required for this position.
Desired Qualifications and Skills
Required
• 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
EEO STATEMENT
It is the Company's policy to provide equal employment opportunities for all applicants and employees. Omega Systems provides equal employment opportunities to all qualified individuals without regard to actual or perceived race including hair texture and natural hair styles), color, religion, religious creed (including religious dress and religious grooming practices), sex (including pregnancy, perceived pregnancy, childbirth, breastfeeding, or related medical conditions), gender, gender identity (including transgender identity, status and transitioning), gender expression and sex stereotyping, national origin, ancestry, citizenship, age, physical or mental disability, legally protected medical condition or information (including genetic information), family care or medical leave status, military caregiver status, military status, veteran status, marital status, domestic partner status, sexual orientation, status as a victim of domestic violence, sexual assault or stalking, enrollment in a public assistance program, engaging in protected communications regarding employee wages, requesting a reasonable accommodation on the basis of disability or bona fide religious belief or practice, or any other basis protected by local, state, or federal laws. Applicants, as well as employees, who are or become disabled must be able to perform the essential job functions with or without reasonable accommodation. The Company shall determine reasonable accommodation on a case-by-case basis in accordance with applicable law.