Role Summary

Key Responsibilities

• Resolve issues beyond Service Engineer I scope across devices, identity, Microsoft 365, networking fundamentals, and core business systems.
• Own tickets end-to-end, including client updates, coordination with vendors/carriers, and confirmation of resolution.
• Apply structured troubleshooting and demonstrate sound judgment on when to escalate vs. continue investigation.
• Contribute to operational improvement: identify recurring issues, recommend remediation, and update KB/runbooks.
• Mentor Service Engineer I staff through shadowing, pairing, and high-quality escalation feedback.
• Use scripting/automation where appropriate for repeatable tasks (e.g., PowerShell for standard admin actions) under approved standards.
• Support security posture through correct handling of identity verification, suspicious activity, and incident escalation workflows.

Typical Work Scope (Examples)

• 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).

Skills & Experience

• 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).

Certification Expectations

• 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.)

IMPACT Expectations

• 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.

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