IT Support Engineer II - Escalations & SLA Champion

Intrinsicamerica is seeking a Level 2 Engineer for our Service Desk to provide escalated remote support to customers. You'll troubleshoot macOS, Windows, M365, and Google Workspace, acting as a crucial escalation point and keeping ticket documentation up to date. You will be measured on timely initial responses (10-minute SLA) and effective coordination with cross-functional teams to resolve issues while maintaining excellent communication under pressure.