[Hiring] Service Desk Technician II @CompassMSP

Role Description

As a Service Desk Engineer II, you will serve as a key technical resource for our clients and service desk team, independently troubleshooting and resolving a broad range of end-user and service-impacting issues across:

• Endpoints
• Microsoft 365
• Applications
• Connectivity issues

You will also serve as an escalation point for more complex incidents, providing guidance and support to Level I colleagues.

Beyond resolving tickets, you will be responsible for:

• Identifying root causes
• Recognizing recurring issues
• Maintaining accurate documentation
• Contributing to continuous improvement efforts that strengthen the overall client experience

The ideal candidate is a motivated problem solver, strong communicator, and customer-focused technology professional who enjoys helping people and solving technical challenges. You should be comfortable working in a fast-paced environment, managing multiple priorities, and taking ownership of issues from initial contact through resolution or appropriate escalation.

This is a remote position requiring a reliable home office environment and the ability to work independently while collaborating effectively with a distributed team. On-call availability is required.

Qualifications

• 3-5 years in MSP/service desk or comparable support, with demonstrated independent resolution
• Working knowledge of:
  • Windows Server and endpoints
  • Microsoft 365 administration
  • Active Directory/Entra ID
  • MFA
  • DNS
  • DHCP
  • VPN
  • TCP/IP
  • Remote access
• Strong independent troubleshooting, ticket hygiene, and client-facing communication
• Preferred: MSP or high-volume customer support exposure; ConnectWise or similar PSA and RMM familiarity
• Preferred: CompTIA Network+, Security+, Azure Fundamentals, Microsoft role-aligned certifications, or equivalent experience

Requirements

• You are a dependable, client-focused problem solver who takes ownership and approaches technical challenges with a methodical, solutions-oriented mindset
• You communicate clearly, manage competing priorities, and know when to collaborate or escalate
• You look beyond quick fixes, support the growth of less experienced technicians, and continuously improve your technical skills, documentation, and overall service delivery