Service Desk Engineer III

Endurance IT Services is seeking a highly skilled Service Desk Engineer III to serve as the senior escalation point for complex technical issues that arise across our client environments. This role is responsible for resolving advanced support requests, helping lead junior engineers, and ensuring exceptional service delivery for our managed services practice.

Key Responsibilities

• Serve as the primary escalation resource for Tier 1 and Tier 2 support teams.
  
• Troubleshoot and resolve advanced issues involving Microsoft 365, Windows Server, Active Directory, Entra ID (Azure), virtualization, networking, and security platforms.
  
• Lead root cause analysis and implement long-term solutions for recurring issues.
  
• Collaborate with vendors and internal teams to resolve critical incidents.
  
• Support infrastructure projects, migrations, upgrades, and client implementations.
  
• Mentor and provide technical guidance to junior engineers.
  
• Maintain accurate documentation and ensure adherence to service-level agreements (SLAs).
  
• Participate in on-call rotations and provide onsite support as needed.
  

Qualifications

• 5 years of IT support, systems administration, or MSP experience.
  
• Experience supporting Microsoft 365, Windows Server, Active Directory, Exchange Online, Entra ID, and virtualization technologies.
  
• Strong knowledge of networking, firewalls, switches, wireless technologies, and security best practices.
  
• Proven ability to troubleshoot complex technical issues and manage escalations.
  
• MSP experience and industry certifications (Microsoft, CompTIA, Cisco, VMware, Azure) are preferred.