Position Overview

The Service Desk Technician II is responsible for delivering advanced technical support and operational expertise across Krayden's global technology environment. This role serves as the primary escalation point for complex user, endpoint, identity, and collaboration issues while supporting enterprise infrastructure, cybersecurity, and workplace technology services.

The position partners closely with Service Delivery, Infrastructure, Security, and business teams to ensure reliable, secure, and efficient IT operations. In addition to resolving advanced technical issues, the role contributes to process improvement, technology deployments, user lifecycle management, acquisitions, and continuous service improvement across the global organization.

Overall Responsibilities

Deliver advanced technical support for enterprise hardware, software, collaboration platforms, and business applications.
Serve as the primary escalation point for complex incidents, service requests, and operational issues.
Support enterprise endpoint, identity, collaboration, and workplace technology services.
Assist with technology deployments, acquisitions, office expansions, system upgrades, and enterprise initiatives.
Develop documentation, knowledge articles, and standardized support processes that improve operational efficiency and service quality.
Promote cybersecurity best practices while supporting compliance, identity management, and secure technology operations.

Core Responsibilities

Diagnose and resolve complex endpoint, application, identity, infrastructure, and connectivity issues.
Administer enterprise endpoint management, user provisioning, access management, and collaboration services.
Support enterprise infrastructure, networking, remote access, and workplace technology platforms.
Investigate recurring issues, perform root cause analysis, and implement corrective actions to improve service reliability.
Mentor other Service Desk technicians by providing technical guidance, knowledge sharing, and escalation support.
Coordinate with Infrastructure, Security, Applications, vendors, and business stakeholders to resolve enterprise technology issues.
Create and maintain technical documentation, operational procedures, knowledge articles, and support standards.
Participate in technology deployments, hardware lifecycle management, acquisitions, disaster recovery activities, and operational readiness initiatives.
Troubleshoot network and connectivity issues involving TCP/IP, DNS, DHCP, VPN, wireless, printers, VLAN concepts, and remote access.
Coordinate with vendors, MSPs, carriers, and internal teams during escalations, outages, and project activity.

Desired Qualifications

Associate's or Bachelor's degree in Information Technology, Computer Science, or equivalent professional experience.
3–7 years of progressive experience supporting enterprise IT environments.
Strong understanding of Microsoft technologies, endpoint management, identity administration, networking, and enterprise infrastructure.
Experience supporting Microsoft 365, cloud technologies, enterprise collaboration platforms, and endpoint lifecycle management.
Working knowledge of cybersecurity best practices, identity security, endpoint protection, and secure user administration.
Experience troubleshooting complex technical issues while coordinating across multiple technical disciplines.
Excellent customer service, communication, documentation, analytical, and organizational skills.
Microsoft, CompTIA, or equivalent industry certifications are preferred.
Willingness to work primarily during U.S. Mountain Time (MT) business hours to support Krayden's headquarters in Denver, Colorado, with flexibility as business needs require.
Willingness to work onsite at Krayden's Global Delivery Center in Alabang, Muntinlupa City.
Strong organizational, communication, and time management skills.
Ability to work independently while collaborating effectively with cross-functional and global teams.
Strong analytical skills with excellent attention to detail and a strategic, solution-oriented mindset.
Passion for innovation, continuous improvement, and leveraging emerging technologies to enhance operational performance.

Desired Technologies

Experience with one or more of the following technologies is preferred:

Artificial Intelligence tools and processes
Microsoft 365, Teams, Office 365, SharePoint, Exchange, Outlook
Microsoft Entra ID, Active Directory, Group Policy
Microsoft Azure, Windows Server
Windows 10/11, Windows Intune
Microsoft Defender/SentinelOne
SolarWinds Service Desk or other ITSM platforms, Endpoint Central
VPN and remote support tools
PowerShell
RingCentral or other Unified Communications platforms

Professional Competencies

Customer-focused service delivery
Technical ownership and accountability
Leadership through mentoring and collaboration
Analytical thinking and problem solving
Process improvement mindset
Effective written and verbal communication
Documentation and knowledge management
Adaptability and continuous learning
Attention to detail and operational excellence

Business Outcomes

Success in this role will contribute to:
Reliable and responsive advanced IT support across the global organization.
Improved employee productivity through timely resolution of complex technical issues.
Standardized endpoint, identity, and workplace technology support processes.
Enhanced cybersecurity through secure administration, user lifecycle management, and adherence to enterprise security standards.
Reduced operational risk through knowledge sharing, documentation, and root cause analysis.
Successful support of acquisitions, office expansions, and enterprise technology initiatives.
Strong collaboration between Service Delivery, Infrastructure, Security, Applications, and business teams.

How to apply

If you are interested in this opportunity, please email [HIDDEN TEXT] with the following:

A link to your LinkedIn profile and a CV/Resume.
A one-page personal cover letter (optional)