The Service Desk Technician 2 provides intermediate-level technical support with experience including Microsoft Teams Rooms, conference room technologies, and digital signage platforms. This role supports end users through in-person, phone, chat, email, and remote support tools, ensuring reliable operation of collaboration spaces and end-user computing devices.

This position serves as a Tier 2 support role, resolving issues escalated from Tier 1 and escalating more complex issues to Service Desk Technician 3 or engineering teams as needed.

ABOUT S&B

S&B is an exceptional full-service Engineering, Procurement, and Construction (EPC) company, proudly maintaining private ownership and operation for over five decades. With our extensive experience, we have successfully undertaken diverse projects across various industries, including Oil & Gas, Chemicals, Petrochemicals, Energy Transition, Power, and Pulp & Paper.  What sets us apart is our unwavering commitment to safety, timely project completion, and cost-effective solutions. Our proven track record speaks for itself, as we consistently deliver outstanding results while adhering to the highest industry standards. Moreover, our company culture is unparalleled, fostering an environment of collaboration, innovation, and excellence.  At S&B, we understand the value of our talented team, and we ensure they are rewarded accordingly. We offer a competitive compensation package, flexible and hybrid work schedules, and a comprehensive benefits program to attract and retain the best professionals in the field.

SUPERVISORY RESPONSIBILITIES

None.

EDUCATION

Prefer Bachelor’s Degree in Computer Science or Information Systems or appropriate field of study. In lieu of Bachelor’s degree, will consider equivalent relevant work experience and/or education.

QUALIFICATIONS AND EXPERIENCE

3–4 years of experience in Service Desk, Desktop Support, or Technical Support roles.

Demonstrated experience supporting audio/visual and collaboration systems, including:

• Microsoft Teams Rooms (MTR).
• Conference room peripherals (cameras, microphones, speakers, touch panels).
• AV control systems and room scheduling panels.
• Digital signage systems (device health monitoring, basic troubleshooting)

Working knowledge of:

• Windows 11.
• Microsoft 365 applications.
• Active Directory (password resets, account unlocks, group membership).
• Experience using an ITSM / ticketing system.

Strong customer service skills with the ability to support users at all levels of the organization.

Ability to prioritize and manage multiple issues simultaneously.

Clear written and verbal communication skills.

TYPICAL DUTIES AND RESPONSIBILITIES

• Provide Tier 2 technical support for end users via phone, chat, email, remote tools, and onsite assistance.
• Troubleshoot and resolve Microsoft Teams Rooms issues, including:
• Audio, video, and connectivity problems.
• Peripheral device failures.
• Meeting join and room scheduling issues.
• Support and maintain conference room AV environments, ensuring rooms are functional and ready for meetings.
• Assist with digital signage systems, including:
• Basic configuration and troubleshooting.
• Hardware replacement.
• Content deployment support (as directed).
• Escalate unresolved or complex issues to Service Desk Technician 3 or appropriate support teams.
• Image, deploy, and support end-user devices (laptops, desktops, tablets).
• Log all incidents, requests, and work performed accurately in the ticketing system.
• Follow incidents through resolution, meeting established SLAs.
• Assist with hardware troubleshooting and replace failed components as needed.
• Maintain accurate records for assigned equipment and support activities.
• Collaborate with infrastructure, networking, and application teams when required.
• Create and update basic support documentation and knowledge articles.
• Participate in scheduled shift coverage and provide occasional after-hours or weekend support as needed.
• Perform other duties as assigned.

PHYSICAL DEMANDS

• Ability to lift and carry up to 50 pounds.
• Ability to stand, walk, bend, and work in conference rooms, offices, and occasional construction or field environments.
• Ability to connect, disconnect, and physically handle AV and IT equipment.

WORK ENVIRONMENT

• Primarily office environment with moderate noise levels.
• Occasional work in conference rooms, construction areas, or other operational environments.
• May involve exposure to dust, noise, electrical equipment, and construction-related conditions. 

#LI-Hybrid