IT Service Desk Engineer Level II

Overview

Stratix Systems is an equal-opportunity employer providing IT consulting services to small and medium-sized businesses. The IT Service Desk Engineer Level II role reports full-time to Stratix's Newark, DE office, supporting the surrounding Delaware market.

The IT Service Desk Engineer Level II must have managed service provider experience or larger vertical IT support experience dealing with at least 50 to 100 clients. The role focuses on delivering an excellent customer experience by providing technical support, training, and documentation across projects, service work, onboarding, and IT road mapping for Stratix IT clients.

Base pay range : $60,000.00 / yr - $70,000.00 / yr

Additional compensation : Annual Bonus

Work Schedule – Newark Office : Normal start time 8 : 00am to 5 : 00pm, 40 hours / week, generally Monday through Friday. Hours may vary based on client needs and may include evenings or weekends. On-call 24 / 7 may be required for network failures or emergencies. Overtime is paid at 1.5x for hours over 40 per week (non-exempt).

Responsibilities

• Provide remote and on-site client support to complete assigned tickets thoroughly and efficiently, resolving issues professionally and in a timely manner.
• Resolve end-user and escalation tickets to client satisfaction within SLA timeframes and following best practices.
• Collaborate with sales on recommendations for existing and new client environments.
• Assess client environments including networks, servers, onboarding, and new clients.
• Handle escalated tickets from Level I and take on Level III escalations to continue learning and growth.
• Support Microsoft Office, Windows Server, Exchange Server (on-prem and cloud), Active Directory, Office 365, and Azure.
• Lead O365 migrations from start to finish, document processes, and train IT teams for efficient deployment and service delivery.
• Deploy desktop and laptop systems in various client environments.
• Troubleshoot and resolve issues related to servers, networks, software, hardware, operating systems (Windows, Mac), and Windows Server.
• LAN / WAN routing and related networking concerns.
• Firewall and VPN administration; mail migrations and setup; VMware and Hyper-V hypervisors.
• Networking and firewall experience with SonicWALL, HPE / Aruba, ADTRAN, Meraki, and Cisco.
• Familiarity with managing SaaS services (e.g., Microsoft 365, spam filtering, managed antivirus).
• Installing, configuring, and supporting Windows desktops, LabTech, ConnectWise, and mobile devices.
• Perform technical assessments and provide sales-ready product and service recommendations, labor estimates, and statements of work.
• Follow IT best-practice policies and procedures for effective execution.
• Complete additional duties as directed by management.

Requirements to Perform Role

Additional Experience Helpful but Not Required

Stratix is an equal-opportunity employer. For more information, please visit www.stratixsystems.com

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