Senior Service Desk Engineer

Location: Service desk operations span the US and Philippines; occasional local client visits may be required.

Company

Managed IT services supporting business clients through service desk operations, technical projects, and customer-focused IT support.

What you will do

• Handle escalated service desk tickets and review ticket quality.
• Troubleshoot PC and Mac hardware, software, operating system, email, printing, and network issues remotely and during occasional onsite visits.
• Support server work, operating system reinstalls, system upgrades, secure data deletion, and malware remediation.
• Mentor service desk team members and assist the Team Lead with customer mini-projects.
• Maintain client IT documentation and ticket records.
• Coordinate with hardware, software, and other vendors on behalf of clients.

Requirements

• At least 7 years of experience in IT support within business environments.
• At least 7 years of remote or help desk experience, preferably in a managed IT service environment.
• Strong troubleshooting skills across Windows and Mac systems, hardware, software, operating systems, email, printing, and networks.
• Experience with Microsoft Office 365, Outlook Web Access, mobile device setup, synchronization, virus and malware removal, and IT ticketing systems.
• Excellent written and verbal communication, customer focus, independent work skills, and the ability to manage multiple priorities.
• Willingness to support potential onsite client visits and create accurate client-facing IT documentation.

Nice to have

• Experience with ConnectWise.
• JAMF 200, Network+, ITIL Foundation, Microsoft 365 MCSA, or Google IT Support Professional Certification.

Culture & Benefits

• Service desk team operates across the US and Philippines.
• Monthly compliance bonus plan.
• Medical benefits.
• 15 paid vacation and sick days.
• 8–10 paid holidays per year.
• Paid birthday day off.