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Role Purpose

The Support Engineer II is an advanced technical role that serves as a first point of contact for client IT support requests and helps ensure tickets are accurately captured, prioritized, routed, and resolved within established service levels (SLAs). From an engineer perspective, the role focuses on efficient diagnosis and troubleshooting—gathering symptoms, reproducing issues when possible, reviewing logs and alerts, and applying standard procedures and knowledge resources to restore service quickly.  The Support Engineer II documents actions taken, client communications, and resolutions with sufficient detail to support continuity, auditability, and accurate time entry, and escalates appropriately when issues require higher-tier expertise or broader coordination.  The role also supports proactive service delivery through basic monitoring and maintenance tasks, participates in incident response and on-call coverage when assigned, and contributes to continual improvement by identifying recurring issues and recommending or updating knowledge/process documentation to prevent repeat incidents.  Progression from Support Engineer I to Support Engineer II is primarily based on demonstrated technical skill depth and breadth, including the ability to independently troubleshoot and resolve more complex, cross-domain issues.

Role Summary

• Ticket Coordination: Owns tickets through to resolution by establishing a clear troubleshooting plan, driving timely actions from the right resolver groups, and maintaining momentum with disciplined follow-ups; ensures closure includes impact, evidence, and an accurate resolution narrative.

• Organization & attention to detail: Maintains audit-ready ticket records (accurate categorization, clean timelines, complete work notes, and evidence) and produces high-quality handoffs/escalation packages that reduce rework and speed resolution.

• Communication & coordination: Communicates clearly with clients and internal technical teams, setting expectations early and confirming next steps/owners; provides a consistent update cadence during high-impact work and flags risks, dependencies, and decision points proactively.

• Customer service: Uses active listening and support best practices to maintain customer confidence, including calm de-escalation, clear articulation of options/workarounds, and consistent follow-through that protects the client relationship.

• Technical aptitude: Diagnoses and resolves advanced-to-complex IT issues using structured troubleshooting and sound technical judgment; translates information between technical and non-technical audiences and escalates with complete context when additional expertise is required.

• Billable hours & time entry discipline: Maintains expected billable utilization through efficient execution and accurate time entry (ticket time entry and Payroll Wrap), while applying sound judgment during incidents/high-priority work to protect SLA outcomes and service quality.

• Composure under pressure: Remains calm and accurate during spikes and outages; prioritizes work based on impact, makes timely escalation decisions, and drives toward restoration while meeting deadlines and SLAs.

• Adaptability: Responds positively to shifting priorities, incidents, and changing client needs by quickly creating structure (next steps, owners, timelines) and maintaining progress even when information is incomplete.

• Self-starter & initiative: Works proactively with minimal direction; independently identifies blockers, engages the right resources, and drives tickets and communications forward to timely resolution.

• Service delivery improvement focus: Detects recurring issues and operational gaps by reviewing patterns across tickets/alerts, then proposes and helps implement improvements (knowledge/runbooks, monitoring tuning, intake standards, routing/process updates) that reduce repeat incidents and rework.

• On-call support: Participates in an on-call rotation for after-hours support when assigned, driving restoration with a clear troubleshooting plan, timely updates, and complete handoffs; coordinates escalation when required and travels onsite as needed to complete support tasks.

Roles & Responsibilities

Client Communication & Service Experience

• Provide proactive, structured status updates to clients regarding ticket progress, impact, next steps, owners, and expected timelines; adjust communications as new information emerges.

• Maintain a high level of customer satisfaction through timely, professional, and responsive communication, including expectation-setting and calm de-escalation during high-impact or time-sensitive issues.

• Identify opportunities to improve the client experience based on recurring issues, intake quality, and feedback; recommend and help implement adjustments to communication, intake questions, routing, and follow-up practices to reduce friction and repeat contacts.

• Support and enable clients to use service delivery tools/systems (e.g., portals) by reinforcing standard support processes, clarifying required information for faster triage, and guiding adoption that improves request quality and turnaround time.

Internal Coordination & Vendor Liaison

• Function as a liaison between clients, technical staff, and vendors to ensure accurate information exchange, clear ownership, and smooth handoffs—especially for complex or escalated issues.

• Develop and maintain positive working relationships with clients, technical staff, and vendors through professional communication, consistent follow-through, and strong documentation practices.

• Coordinate scheduling constraints, site access requirements, and technical dependencies that impact service delivery; proactively surface blockers and timeline risks to keep work on track.

• Coordinate client changes (ex. patching, reboots) internally and with external parties (when applicable) to confirm scope, timing, approvals, communications, and dependencies before work begins; complete pre/post checks and document outcomes.

Technical Support & System Monitoring

• Review ticket history and related cases to identify recurring issues and patterns; drive appropriate escalation with clear context and recommend next steps to reduce repeat incidents and improve time to resolution.

• Diagnose and resolve an advanced range of technical issues across hardware, software, and network systems using structured troubleshooting; coordinate with internal teams or vendors as needed to drive timely remediation.

• Oversee daily monitoring of critical client system components by validating alerts, assessing impact, and coordinating remediation; recommend monitoring and runbook improvements that strengthen stability and reduce repeat noise.

• Support the setup and configuration of new client systems and devices in alignment with standards; verify outcomes and ensure work is fully documented for supportability and repeatability.

• Document troubleshooting steps, findings, root cause (when known), and resolution details in the ticketing system in a way that supports repeatability, efficient handoffs, and future knowledge reuse.

• Follow incident and escalation procedures by confirming severity/impact, notifying appropriate stakeholders, and escalating with complete troubleshooting evidence (screenshots, timelines, and relevant context) as needed; support coordinated restoration activities when assigned.

• Triage monitoring alerts by validating symptoms, correlating related alarms/events, assessing impact, and distinguishing false positives from actionable incidents before initiating remediation or escalation.

• Perform routine support tasks (e.g., service restarts, health checks, reviews) according to runbooks and maintenance schedules, complete basic verification and document results and follow-up needs.

• Support user and device onboarding/offboarding tasks as assigned (account provisioning, permissions requests) while following security and approval requirements and reinforcing least-privilege standards; escalate exceptions as needed.

• Maintain accurate and complete configuration and asset details (device inventory, key settings, connectivity details) in designated systems to improve supportability, speed troubleshooting, and support lifecycle tracking.

• Coordinate planned maintenance activities (patching, reboots, upgrades) by confirming scope, timing, approvals, and downtime expectations; complete pre/post checks and communicate outcomes and follow-up actions to clients and internal teams.

Reporting, Quality, and Continuous Improvement

• Identify opportunities for process improvement to increase efficiency, quality, and customer experience; participate in quality assurance and service improvement initiatives.

• Conduct research on tools, systems, and technologies that may improve service delivery workflows.

• Complete required training and stay current on service delivery process changes, tool updates (e.g., Dynamics 365), and client standards; incorporate learnings into daily dispatch and documentation practices.

• Create, update, and follow knowledge base articles and runbooks based on resolved tickets; ensure content is clear, repeatable, and aligned with current standards.

• Participate in post-incident reviews as assigned by providing timelines, evidence, and improvement recommendations; help track corrective actions to completion.

• Capture lessons learned from escalations and resolutions (what worked, what was missing at intake) and incorporate them into improved triage questions, categorization, and documentation habits.

• Assist with evaluating and piloting workflow improvements (e.g., automation, monitoring tweaks, routing rules) by testing changes, validating outcomes, and documenting results.

• Contribute to root cause analysis and document contributing factors; recommend preventive actions (runbook updates, standard config changes, monitoring tweaks).

• Identify repetitive support tasks and help implement simple automation (scripts, templates, self-service steps) to reduce manual effort and errors.

• Tune alert thresholds, reduce false positives, and improve signal quality by updating checks, grouping/correlation, and escalation criteria.

• Help enforce/maintain standard configurations (baseline settings, agent versions, naming conventions) to improve supportability.

Policy, Process, and Compliance

• Ensure work intake, communications, and documentation consistently follow established delivery policies, procedures, and guidelines; raise policy/process gaps or risks when identified.

• Maintain accurate, complete, and timely ticket documentation (work notes, contact attempts, evidence, and status changes) to support auditability, continuity, and effective escalations/handoffs.

• Ensure daily timekeeping is completed and accurate (ticket time entry and Payroll Wrap), aligning time entries to worked hours and internal expectations; correct discrepancies promptly.

• Periodically review ticketing process documentation and related standards; recommend and help implement updates as needed to reflect tool/process changes and improve compliance and consistency.

Key Competencies

• Ticket management: Independently owns complex tickets end-to-end by defining a troubleshooting plan, driving next actions, coordinating with resolver groups/vendors, and producing complete closure notes that support future prevention and faster resolution.

• Clear communication (client + internal): Leads communications for escalated and high-impact work by setting expectations, providing a consistent update cadence, translating technical details appropriately, and documenting decisions, risks, and next steps.

• Organization & attention to detail: Maintains audit-ready documentation and ticket hygiene (accurate categorization, clean timelines, complete work notes/evidence) and creates high-quality handoffs and escalation packages that minimize back-and-forth.

• Time management & workload coordination: Balances queue work, follow-ups, maintenance, and incident response by prioritizing based on impact and SLA risk; drives owners and timelines to prevent ticket stalls and aging.

• Customer service mindset: Maintains customer confidence during complex and time-sensitive issues through calm ownership, effective de-escalation, clear articulation of options/workarounds, and reliable follow-through.

• Technical aptitude (intermediate to advanced): Troubleshoots beyond intake by isolating fault domains across endpoint, identity, network, server, and SaaS components; selects the appropriate remediation path and escalates with clear evidence and context when required.

• Dynamics 365 & vendor interface awareness: Demonstrates strong command of Dynamics 365 workflows (queue/routing logic, status discipline, required fields) and vendor interfaces to improve ticket data quality, reduce handoff friction, and strengthen reporting accuracy.

• Judgment & escalation discipline: Identifies high-impact, aging, or systemic issues early and escalate effectively with complete context; coordinates the right responders, communicates risks/dependencies, and helps drive incidents to restoration and clear ownership of follow-ups.

• Analytical/trend awareness: Reviews patterns across tickets and alerts to spot recurring issues, bottlenecks, and SLA risks; turns insights into actionable recommendations (knowledge/runbooks, monitoring tuning, routing/process changes) that reduce repeat work.

• Composure under pressure: Stays calm and accurate during outages and competing priorities; makes timely, impact-based decisions, maintains clear communications, and keeps work moving toward restoration.

• Continuous improvement: Acts as a force multiplier by mentoring Support Engineer I peers, strengthening runbooks/knowledge, and driving practical workflow and monitoring improvements that increase consistency, reduce rework, and improve customer outcomes.  

SLA/KPI Success Measures

• Proactive monitoring impact: Reduce noise and improve detection by validating alerts, coordinating remediation, and recommending tuning/runbook updates that prevent incidents or shorten time to restore.

• SLA performance (resolution & communication): Meet resolution and update expectations through effective troubleshooting, disciplined follow-ups, and high-quality escalations that accelerate downstream work.

• Billable utilization: Maintain target billable utilization by resolving tickets and accurately documenting billable time.

• Repeat-incident reduction: Demonstrated reduction in repeat tickets through problem identification, knowledge/runbook updates, and monitoring/process improvements.

• Post-incident quality: Timely, complete incident timelines and contributions to root cause analysis and corrective actions when assigned.

• Payroll Wrap compliance: Complete Payroll Wrap daily in alignment with time entry expectations (accurate alignment to worked hours and ticket time).

• Training hours (monthly): Complete at least 2 hours of assigned and role-relevant training each month by required due dates (if applicable).

• Ticket aging/backlog health: Reduction of stale tickets through timely follow-ups and accurate status updates.

• Knowledge management updates & reviews: Regularly review and update knowledge articles/process documentation based on recurring tickets and client needs; track review completion rate and timeliness of updates following identified changes.

• Customer experience measures: CSAT/feedback, complaint rate, and quality of communications and documentation.