The Level II Service Desk Engineer is the escalation support for customer IT environments relating to Microsoft Office 365 and Microsoft Azure. While providing the highest level of customer service, the Service Desk Engineer will resolve or escalate Incidents through the Service Management system. The Service Desk Engineer will be responsible to use the Knowledge Base Management tool along with their expertise to resolve tier 2 requests in a timely fashion. The Service Desk Engineer escalates unresolved problem/issues/requests to the proper tier 3 support team.
Roles & Responsibilities:
Knowledge, Skills and Abilities Required