Service Desk Engineer

Responsibilities

• Resolve technical issues, ensuring timely and effective resolution, including but not limited to virtualization, backup systems, network and security, active directory and O365 administration.
• Working knowledge support of advanced system administration tasks, including server management, network configuration, and security implementations on Windows Servers.
• Collaborate with project teams to assist with IT projects for clients.
• Provide guidance and training to Tier 1 support staff, fostering a culture of continuous learning and improvement.
• Communicate effectively with clients to understand their technical needs, provide updates, and ensure satisfaction with services rendered.
• Maintain detailed and accurate documentation of technical solutions, procedures, and client interactions.
• Conduct regular system audits, performance tuning, and preventive maintenance to ensure optimal system performance and reliability.
• Lead the response to major incidents, including identification, resolution, and post‑incident review to prevent recurrence.
• Implement and manage security measures to protect client data and systems from threats and vulnerabilities.

• Experience in a technical support role, with at least 2 years in a Tier 2 support capacity.
• Certifications:
  
  Relevant industry certifications are highly desirable.
• Technical
  
  Skills:
  
  Working knowledge in Windows and Linux server administration, networking (LAN/WAN), virtualization (VMware, Hyper‑V), cloud services (AWS, Azure), and security best practices.
• Problem‑Solving:
  Strong analytical and problem‑solving skills with the ability to handle complex technical issues independently.
• Communication:
  Excellent verbal and written communication skills, with the ability to explain technical concepts to non‑technical stakeholders.
• Customer Service:
  Strong commitment to providing exceptional customer service and maintaining client relationships.
• Team Player:
  Ability to work collaboratively within a team environment and share knowledge effectively.