Service Desk Engineer

Accountabilities

• • Provide timely, effective resolution of client technical issues and service requests while maintaining agreed service levels.
  • Serve as a primary technical resource for the managed services team, providing direction and support on complex client needs.
  • Build and maintain strong working relationships with clients and internal team members, ensuring responsive and professional service delivery.
  • Manage and maintain client IT environments in accordance with service-level agreements and operational standards.
  • Conduct root-cause analysis when required to identify underlying issues and prevent recurring problems.
  • Monitor client infrastructure and optimize systems for performance, reliability, availability, and security.
  • Work across servers, networks, virtualization, cloud environments, and security technologies to maintain stable IT operations.
  • Create, maintain, and update technical documentation for client environments and internal training purposes.
  • Collaborate with engineering and support teams to identify trends, recurring issues, and opportunities for service improvements.
  • Provide technical leadership, guidance, coaching, and mentorship to other managed services team members.
  • Encourage knowledge sharing and identify training opportunities that strengthen team capabilities.
  • Stay current with emerging technologies, industry developments, and IT best practices.
  • Identify innovative approaches to improve service delivery, operational efficiency, and business security.
  • Participate in a recurring on-call rotation and occasional travel for on-site client meetings as required.

  Requirements

  • 5–7 years of relevant IT experience in roles such as Systems Analyst, Systems Administrator, IT Specialist, or a similar position.
  • Bachelor’s or associate degree in Information Technology, Computer Science, Network Administration, or a related field.
  • Industry certifications such as CompTIA A+, Network+, Security+, AWS, Microsoft Azure, Microsoft MCP, Cisco CCNA, or comparable credentials are highly desirable.
  • Advanced knowledge of modern IT infrastructure, including servers, networks, virtualization, cloud systems, and cybersecurity.
  • Strong experience with Microsoft server and client operating systems, Active Directory, DNS, DHCP, VDI technologies, and Exchange/Office 365.
  • Experience with LAN/WAN connectivity, firewalls, switching, and wireless technologies.
  • Hands-on experience managing cloud environments such as AWS, Azure, and Office 365.
  • Proficiency with technical troubleshooting tools, methodologies, and diagnostic techniques.
  • Strong analytical and problem-solving abilities, with an emphasis on innovation and continuous improvement.
  • Excellent written, verbal, and presentation skills, including the ability to explain technical concepts to non-technical stakeholders.
  • Ability to remain composed and deliver effective solutions during high-impact or time-sensitive situations.
  • Strong collaboration skills and the ability to work effectively with cross-functional technical teams.
  • Demonstrated ability to lead, coach, and mentor other engineers.
  • Ability to work successfully in a fast-paced, dynamic, and collaborative environment.
  • Commitment to continuous learning and ongoing professional development.

  Benefits

  • Annual salary range of $61,875–$82,500.
  • Performance-based incentives and commission opportunities.
  • Full-time, remote position within the United States.
  • Opportunities to work with modern IT infrastructure and cybersecurity technologies.
  • Access to continuous training and professional development.
  • Career advancement opportunities within a growing organization.
  • Collaborative team environment focused on solving complex technical challenges.
  • Opportunity to contribute to innovative IT and cybersecurity solutions.
  • Recurring on-call rotation as part of the role.
  • Occasional travel for on-site meetings may be required.