Service Desk Engineer Job Description:

As a Service Desk Engineer, you will be responsible for delivering exceptional customer service by implementing, maintaining, troubleshooting, and optimizing workstation and server hardware, software, network equipment, and connectivity. This role requires strong customer service orientation, excellent verbal and written communication skills, and a proactive approach to supporting clients effectively.

Schedule:

This is a Full-Time position in the office.

Key Responsibilities:

Participate in white-glove calls, especially during high-urgency or sensitive technical escalations, delivering calm, expert communication and resolution Deploy technical solutions to solve recurring issues, improve system performance, or implement new services for clients Analyze trends in ticket data or client feedback to identify areas for technical improvement and proactively address potential issues Troubleshoot network equipment such as switches, firewalls, and wireless access points Remediate compromised accounts via anti-virus/malware software Support various email systems (O365, GSuite) using SPAM filtering tools (Graphus, Inky, Mimecast, Defender) Administer and maintain end-user accounts, permissions, and access rights (e.g., password resets, new user/workstation setups) Set up, install, and troubleshoot various products, including the Microsoft Office Suite and other Windows applications Provide third-party vendor management assistance Ensure that Service Level Agreements are met for all customers

Qualifications:

3-4 years of hands-on IT support experience in a similar role (deploying and troubleshooting Windows workstations and applications, supporting and maintaining Windows Server environments) 3 years of MSP experience Working knowledge of Windows Servers and Networking hardware protocols Strong documentation skills, producing accurate documentation related to client environments and issue resolution Ability to effectively prioritize and execute tasks in a high-pressure environment Keen attention to detail Ability to absorb and retain information quickly Highly self-motivated Proven analytical and problem-solving abilities Solutions-focused Ability to multi-task and organize and prioritize deadlines accordingly Always exhibit professional appearance and demeanor

Preferred Qualifications:

Education:

College Diploma or Degree in

Computer Science Experience:

3-4 years of Hands-on IT support experience. Experience working with third-party vendors.

Certifications:

Microsoft, CompTIA, Cisco, and others

Soft Skills:

Precise attention to detail and a high level of organization Excellent communication and interpersonal skills Highly self-motivated and directed Able to meet deadlines and follow clear instructions

Benefits & Perks:

We believe in taking care of our team both professionally and personally. That's why we offer a comprehensive benefits package designed to support your health, financial well-being, and work-life balance. Financial & Retirement 401(k) with company match to help you plan for the future Referral bonus program. Get rewarded for bringing great people to the team. 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