Response and Resolution Engineer II

About the role

MegaCorp Logistics is a fast-growing third-party logistics company ranked among the top 30 in the US. We seek a Service Desk Engineer II to join our dynamic team.

Responsibilities

• Resolve technical issues quickly and reliably to keep employees productive.
• Provide hands-on IT support across hardware, software, and systems in a multi-office environment.
• Develop and maintain AI-driven automations to improve service desk efficiency.
• Apply strong technical judgment, clear communication, and proactive problem-solving.
• Troubleshoot and resolve hardware and software issues across workstations, peripherals, phones, and enterprise systems.
• Provide remote support and system configuration across multiple office locations.
• Analyze systems, programs, and applications to identify root causes of issues.
• Follow established SOPs for known issues and document new troubleshooting paths.
• Manage user accounts, device imaging, and system configuration.
• Maintain accurate hardware and asset inventory records.
• Communicate clearly with users, providing updates, timelines, and resolution confirmation.
• Prioritize support tickets and escalate issues appropriately with detailed context.
• Design, build, and maintain AI-driven automations for service desk operations.
• Identify workflow inefficiencies and implement scalable automation solutions.
• Document automation logic, triggers, dependencies, and processes.
• Maintain automation performance and continuously improve reliability and accuracy.
• Collaborate with senior IT staff to test, deploy, and refine automation initiatives.
• Ensure all automation solutions follow security, compliance, and data handling best practices.

Requirements

• Associate’s degree in IT or equivalent experience.
• 3+ years of IT-related experience required.
• Microsoft Windows 10/11, Windows Server.
• Microsoft Office 365, Azure, Intune, Active Directory.
• Jira and Jira Service Management.
• Power Automate, Replit, custom AI agents.
• ServiceNow or similar ITSM platforms.

Qualifications

We value creativity, innovation, and a collaborative spirit. Applicants should be composed, service-oriented professionals with a builder mindset who prioritize user experience and can diagnose issues systematically. They must be self-directed, accountable, and detail-oriented, with a strong commitment to transparency and trustworthiness.

Skills

• Technical troubleshooting and problem-solving skills.
• Strong communication and documentation abilities.
• Experience with AI-driven automation tools.
• Ability to collaborate with senior IT staff.

Benefits

MegaCorp Logistics offers a competitive benefits package including unlimited earning potential, medical/dental/vision benefits, a matching 401(k) Plan, paid time off, and many other perks in a fun high-energy environment. We believe in supporting our employees’ well-being and growth.

Pay

Competitive salary based on experience and qualifications.

Schedule

Full-time position with flexible working hours to accommodate your needs.

Benefits

Medical/dental/vision benefits, matching 401(k) Plan, paid time off, and many other perks in a fun high-energy environment.

Company Culture

A supportive and inclusive workplace where your ideas are valued and your contributions matter. We foster a culture of continuous learning and improvement, encouraging our team members to grow and excel.

Equal Opportunity Employer

MegaCorp Logistics, LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, genetic information, disability or protected veteran status.