Engineer II

About this role

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Skills you'll use

What you'll do

• As a Services Technician (Service Desk - Level 2), you will provide advanced end-user computing support within a multi-tier MSP Service Desk environment and resolve escalated incidents and service requests across modern workplace technologies. We will count on you to own tickets end-to-end, deliver high-quality resolutions, and collaborate with Level 2.5 teams on complex or engineering-level issues. Along the way, you will get to:
• Diagnose, troubleshoot, and resolve escalated incidents and service requests within SLA targets using ServiceNow, including issues across Microsoft 365, Exchange Online, Windows 11, Entra ID, MFA, Intune, Cisco AnyConnect VPN, Adobe applications, and peripheral devices.
• Maintain accurate ticket categorization, prioritization, work notes, user updates, resolution validation, and documentation to support SLA compliance and audit readiness.
• Escalate complex issues to Level 2.5 with complete diagnostics and collaborate with infrastructure, security, and application teams, including participation in major incident calls.
• Create and maintain knowledge articles, SOPs, and troubleshooting guides; identify recurring issues; and strengthen Level 1.5 capability through feedback and knowledge transfer.
• Be AmbITious: This opportunity is not just about what you do today but also about where you can go tomorrow. When you bring your hunger, heart, and harmony to Insight, your potential will be met with continuous opportunities to upskill, earn promotions, and elevate your career.

Who can apply

• 2-4 years of experience in Service Desk, Desktop Support, or a Managed Services environment, with the ability to work effectively in a fast-paced, SLA-driven, 24x7 support environment.
• Hands-on experience supporting Windows 10/11, Microsoft 365 and Exchange Online, Microsoft Entra ID, MFA, Microsoft Intune, Cisco AnyConnect VPN, Adobe applications, and peripheral devices.
• Experience using ServiceNow or a similar ITSM platform, including ticket lifecycle management, documentation, SLA adherence, structured troubleshooting, and root cause analysis.
• Strong English verbal and written communication skills for supporting global users, explaining technical issues clearly, and documenting troubleshooting steps and resolutions.

Perks & benefits

About Insight

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