Service Desk Engineer II / III

About the Company

Forward Slash Technology is a St. Louis-based provider of managed IT services, cybersecurity, technology consulting, project delivery, voice, data, and strategic technology governance. Our clients include small and mid-sized businesses, municipal organizations, and professional-services organizations that rely on us for responsive support, practical strategy, and disciplined execution.

About the Role

Provides responsive, secure, well-documented technical support across diverse client environments, progressing from independent incident resolution to advanced escalations and technical leadership.

Responsibilities

• Resolve assigned incidents and service requests within priority, SLA, security, documentation, and communication standards.
• Support Microsoft 365, Windows, identity, endpoints, applications, networking, cloud, security tools, backups, and approved client systems according to level.
• Use RMM, PSA, documentation, remote support, security, and monitoring tools consistently and accurately.
• Communicate clearly with users and stakeholders, including status, expectations, workarounds, resolution, and prevention guidance.
• Escalate appropriately with evidence, troubleshooting history, business impact, and recommended next action.
• Create and improve knowledge articles, standard configurations, scripts, and troubleshooting procedures.
• Participate in on-call, major-incident, patching, maintenance, onboarding, and project handoffs as assigned.
• Level II/III engineers mentor peers as assigned, lead complex troubleshooting, perform root-cause analysis, and identify automation or standardization opportunities.

Requirements

• Level II: 3+ years of progressive support experience; Level III: 5+ years of advanced support and escalation leadership.
• Working knowledge appropriate to level across Microsoft 365, Windows, networking, identity, endpoints, systems administration, and security.
• Strong documentation, client communication, procedural discipline, and escalation judgment.

Preferred Qualifications

• CompTIA A+/Network+/Security+, Microsoft, Kaseya/ConnectWise, vendor, or ITIL credentials.
• MSP or multi-client service-delivery experience.
• Exposure to PowerShell, PSA/RMM platforms, cybersecurity controls, and regulated client environments.

Skills

• Technical troubleshooting
• Customer service
• Documentation
• Security awareness
• Prioritization
• Learning agility
• Team collaboration
• Ownership

Measures of Success

• SLA performance
• Resolution quality and reopen rate
• First-contact resolution where applicable
• CSAT
• Billable/productive utilization as applicable
• Documentation and knowledge contribution
• Escalation quality

Work Environment

• Full-time, in-office unless approved client-site assignment.
• Must be able to lawfully work in the U.S.
• Ability to perform the essential functions of the position with or without reasonable accommodation.
• Ability to protect confidential client, employee, security, and company information.
• Compliance with FST policies, documentation standards, security requirements, and professional conduct expectations.
• Positions that access criminal justice or regulated client environments may require U.S. citizenship, a valid driver's license, an acceptable driving record, MSHP/federal fingerprint-based background screening, and CJIS training/certification as applicable to the assignment.

Why Join Us

• Visible impact in a growing technology-services company.
• Exposure to diverse client environments and business challenges.
• A culture built around accountability, professional development, continuous improvement, and client partnership.
• Opportunity to help shape FST 2.0 operating standards and scalable service delivery.