Solution Center Engineer II

Responsibilities

• Handle inbound calls within the contact center for the duration of assigned shifts
• Participate in an on-call rotation to support clients outside of standard business hours
• Provide support during evenings or weekends as required by business or client needs
• Document, update, and maintain support tickets with clear and accurate notes
• Accurately track and record billable and non-billable time
• Meet established first response and resolution service level agreements (SLAs)
• Provide end-user support for laptops, desktops, printers, mobile devices, Microsoft 365, and basic applications
• Troubleshoot and resolve basic technical issues using established tools and processes
• Collaborate with fellow engineers to identify solutions and escalate issues when appropriate
• Follow internal procedures, security standards, and best practices
• Complete additional tasks and responsibilities as assigned
• May require on-site work at client locations as needed

Qualifications

• 3–5 years of relevant technical or helpdesk experience, preferably in an MSP environment
• Strong customer service and communication skills with technical and non-technical users
• Demonstrated ability to independently troubleshoot and resolve intermediate technical issues
• Intermediate understanding of networking concepts including IP addressing, DHCP, and DNS
• Experience supporting on-call rotations and after-hours client environments
• Intermediate troubleshooting and diagnostic capabilities
• Working knowledge of Windows and macOS operating systems
• Proficiency with Microsoft 365 applications and services
• Practical experience with Active Directory user and device management
• Strong attention to detail and commitment to accurate, high-quality work
• Ability to manage multiple tasks, shift priorities, and work effectively in a fast-paced environment
• Willingness and ability to participate in on-call rotations and weekend support
• Strong hands-on knowledge of Gmail, Drive, Calendar, Meet, Groups, Shared Drives, and Google Admin console
• Increased ownership of ticket outcomes and client satisfaction
• Confidence working independently during on-call or after-hours support windows
• Effective collaboration across teams and shifts