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.