Service Desk Technician Level 2

The Service Delivery Technician provides advanced technical support to Auxiom clients, ensuring reliable resolution of complex issues and a seamless client experience. This role handles escalated service desk tickets, mentors Level 1 technicians, and supports a wide range of systems including servers, networking, firewalls, cloud platforms, and end-user devices. The Service Delivery Technician is critical in maintaining client trust by delivering solutions efficiently, documenting accurately, and contributing to continuous improvement across the support team.

Core Responsibilities

Client Service & Delivery

• Serve as an escalation point for client issues that cannot be resolved by Level 1 technicians.
• Provide advanced troubleshooting and support across Microsoft 365, Windows Servers (IIS, Exchange, Active Directory), Palo Alto, Juniper, Windows desktop, and Apple/Mac systems.
• Support client environments, including VPNs, firewalls, backups, and restores.
• Access and support client devices and systems remotely using Datto RMM and automation tools.
• Maintain professional, client-friendly communication by phone, email, and chat.
• Participate in an on-call rotation to provide 24x7x365 emergency support.
• Document client interactions, troubleshooting steps, and resolutions accurately in AutoTask PSA.
• Create and maintain client-facing documentation to ensure reliability and usability.

Team Collaboration & Mentorship

• Mentor and guide Level 1 technicians, offering training and support to improve their skills.
• Assist with project work as assigned, providing technical expertise and execution.
• Participate in meetings with vendors and internal teams to coordinate on client issues.
• Contribute to team process and procedure documentation for consistency and efficiency.

Quality & Process Responsibilities

• Ensure tickets and documentation reflect professional, complete, and accurate resolution details.
• Use system monitoring to proactively identify and resolve issues across servers, desktops, and networks.
• Support improvements in service delivery by identifying recurring technical problems and contributing to knowledge-sharing efforts.

Key Metrics of Success

• Client escalations are resolved efficiently, minimizing disruption.
• Level 1 technicians are mentored effectively, reducing repeat escalations.
• Tickets and documentation meet Auxiom’s standards of accuracy and professionalism.
• SLA compliance and client satisfaction remain consistently high.
• Demonstrates strong technical depth while maintaining a client-first service approach.

Qualifications & Experience

• Minimum two years’ experience on a service desk/help desk team with ticketing systems.
• Strong troubleshooting skills for complex issues across servers, networking, and desktops.
• Bachelor’s degree in IT (or related field) or equivalent experience.
• Two to three years’ experience supporting Windows Server environments (Active Directory, File and Storage Services, Remote Desktop Services).
• Experience with Windows desktop environments, printers, and Outlook/email configuration (Exchange, IMAP, SMTP).
• Solid understanding of networking technologies (TCP/IP, DNS, DHCP, wireless).
• Strong knowledge of backup and recovery practices.
• Ability to work independently, prioritize tasks, and manage multiple priorities.
• Excellent client relations skills — empathetic, attentive, and effective in communication.
• Ability to mentor junior technicians.

Preferred Qualifications

• Knowledge of Apple devices (Mac OS, iOS) and systems.
• Experience with MS SQL Server (2008+).
• Certifications such as Network+, MCP, Palo Alto, or Juniper.
• Prior experience in a Managed Service Provider (MSP) environment.

This position works in our Rochester office with some flexibility of working at home at times (based on WFH policy).