Senior Service Desk Engineer

Senior Service Desk Engineer

The Senior Service Desk Engineer serves as the primary technical point of contact for RFA's global client base, delivering exceptional white-glove support across endpoint, cloud, security, and collaboration technologies. This role is responsible for providing first and second-level technical support, resolving incidents, fulfilling service requests, and maintaining high levels of customer satisfaction while supporting a diverse portfolio of managed IT services.

The Senior Service Desk Engineer utilizes modern troubleshooting methodologies, automation tools, AI-assisted support platforms, and cybersecurity best practices to efficiently resolve issues and improve the client experience. Successful candidates demonstrate strong technical aptitude, exceptional communication skills, a customer-first mindset, and the ability to thrive in a fast-paced Managed Service Provider (MSP) environment.

Responsibilities

Utilize AI-enabled support tools and knowledge platforms to improve incident resolution times and service quality.
Support Microsoft 365, Entra ID, Intune, Defender, Teams, SharePoint Online, and related cloud services.
Assist with endpoint management, mobile device management (MDM), and device compliance monitoring.
Respond to security-related incidents including phishing reports, compromised accounts, malware alerts, and suspicious user activity.
Maintain accurate documentation, knowledge base articles, standard operating procedures, and technical runbooks.
Monitor service queues and proactively identify trends, recurring issues, and opportunities for automation.
Participate in onboarding and offboarding processes including provisioning, deprovisioning, access reviews, and asset management.
Support hybrid and remote workforce technologies including VPN, virtual desktops, collaboration platforms, and cloud applications.
Meet established service metrics including SLA attainment, ticket quality, first-contact resolution, and customer satisfaction goals.
Participate in after-hours support, escalation rotations, and major incident response activities as required.
All other responsibilities delegated by the Management team.
May be asked to provide on-site technical support to system users by troubleshooting issues and working directly with vendors to resolve major hardware and software problems.

Qualifications

• 5+ years of experience in a Service Desk, Help Desk, Technical Support, or Managed Services environment.
  Strong knowledge of Microsoft 365, Entra ID (Azure AD), Exchange Online, Intune, Teams, SharePoint Online, and Active Directory.
• Experience supporting Windows 11, macOS, iOS, and Android platforms.
• Working knowledge of cybersecurity concepts including MFA, Conditional Access, endpoint protection, phishing prevention, and identity management.
• Familiarity with Azure, AWS, virtual desktop infrastructure (VDI), and SaaS application administration.
• Experience with ITSM platforms such as ConnectWise, ServiceNow, HaloPSA, Autotask, or similar systems.
• Knowledge of ITIL service management principles.
• Strong written and verbal communication skills with the ability to explain technical concepts to non-technical users.
• Preferred Certifications: CompTIA A+, Network+, Security+, ITIL Foundation, Microsoft Fundamentals, AZ-900, or equivalent.
• Experience supporting financial services, hedge funds, legal firms, or highly regulated industries preferred

Preferred Qualifications & Development Potential

Associate degree in Information Technology, Computer Science, or related field, or equivalent professional experience.

Experience in a Service Desk, Help Desk, Technical Support, or Managed Services environment.

Foundational IT certifications such as CompTIA A+, Network+, Security+, Microsoft Fundamentals, or equivalent coursework demonstrating core technical knowledge.

Demonstrated hands-on technical experience through internships, help desk roles, school IT programs, volunteer IT work, home labs, or other practical troubleshooting environments.

Exposure to scripting, automation, or technical problem-solving through coursework, personal projects, or professional experience.

Basic familiarity with PowerShell, Python, batch scripting, or other automation tools preferred.

Strong understanding of Microsoft Windows, Microsoft 365, Active Directory/Entra ID, endpoint management, and common business productivity applications.

Excellent customer service, communication, documentation, and troubleshooting skills.

Ability to learn new technologies quickly and adapt in a fast-paced MSP environment.

AI Competencies

Demonstrates familiarity with AI-powered productivity tools such as Microsoft Copilot, ChatGPT, or approved company AI platforms.
Uses AI tools to assist with troubleshooting, documentation, knowledge searches, and drafting communications while validating accuracy.
Understands basic AI concepts, limitations, risks, and data privacy requirements.
Follows company policies regarding the secure and responsible use of AI technologies.
Leverages AI-generated recommendations to improve ticket resolution efficiency and customer service quality.
Demonstrates curiosity and willingness to learn emerging AI technologies relevant to IT support.