Service Desk Engineer

This role provides responsive, secure, and well-documented technical support across diverse client environments, progressing from independent incident resolution to advanced escalations and technical leadership. The position involves resolving incidents and service requests within priority and SLA standards while supporting Microsoft 365, Windows, identity, endpoints, and various security tools. Engineers are expected to communicate clearly with users, escalate appropriately, and contribute to knowledge articles and standard procedures. Level II and III engineers also mentor peers, lead complex troubleshooting, and identify automation opportunities.