{"id":58975,"url":"https://alion.io/job/rfa-service-desk-engineer","title":"Service Desk Engineer","company":{"id":19768,"name":"Rfa","domain":"rfa.com","url":"https://alion.io/company/rfa","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":{"grade":"B","score":75,"open_postings":4,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-16T05:45:00Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["London, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":35000,"max_usd":63000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":10},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"AWS","optional":false},{"name":"Azure","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"SharePoint","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"VPN","optional":false},{"name":"Windows","optional":false},{"name":"ChatGPT","optional":true},{"name":"Copilot","optional":true},{"name":"PowerShell","optional":true},{"name":"Python","optional":true}],"status":"live","first_seen_at":"2026-07-10T07:53:27Z","employer_posted_date":"2026-07-10","last_verified_at":"2026-10-17T00:12:35Z","board_verified":true,"closed_at":null,"days_open":98,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":97},"description":"10am - 7pm shift\nThe 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.\nThe 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.\nResponsibilities\nUtilize AI-enabled support tools and knowledge platforms to improve incident resolution times and service quality.\nSupport Microsoft 365, Entra ID, Intune, Defender, Teams, SharePoint Online, and related cloud services.\nAssist with endpoint management, mobile device management (MDM), and device compliance monitoring.\nRespond to security-related incidents including phishing reports, compromised accounts, malware alerts, and suspicious user activity.\nMaintain accurate documentation, knowledge base articles, standard operating procedures, and technical runbooks.\nMonitor service queues and proactively identify trends, recurring issues, and opportunities for automation.\nParticipate in onboarding and offboarding processes including provisioning, deprovisioning, access reviews, and asset management.\nSupport hybrid and remote workforce technologies including VPN, virtual desktops, collaboration platforms, and cloud applications.\nMeet established service metrics including SLA attainment, ticket quality, first-contact resolution, and customer satisfaction goals.\nParticipate in after-hours support, escalation rotations, and major incident response activities as required.\nAll other responsibilities delegated by the Management team.\nMay 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.\nQualifications\nAssociate's or Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent professional experience.\n2+ 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.\n\nExperience supporting Windows 11, macOS, iOS, and Android platforms.\nWorking knowledge of cybersecurity concepts including MFA, Conditional Access, endpoint protection, phishing prevention, and identity management.\nFamiliarity with Azure, AWS, virtual desktop infrastructure (VDI), and SaaS application administration.\nExperience with ITSM platforms such as ConnectWise, ServiceNow, HaloPSA, Autotask, or similar systems.\nKnowledge of ITIL service management principles.\nStrong written and verbal communication skills with the ability to explain technical concepts to non-technical users.\nPreferred Certifications: CompTIA A+, Network+, Security+, ITIL Foundation, Microsoft Fundamentals, AZ-900, or equivalent.\nExperience supporting financial services, hedge funds, legal firms, or highly regulated industries preferred.\nPreferred Qualifications & Development Potential\nAssociate degree in Information Technology, Computer Science, or related field, or equivalent professional experience.\n1-3 years of experience in a Service Desk, Help Desk, Technical Support, or Managed Services environment.\nFoundational IT certifications such as CompTIA A+, Network+, Security+, Microsoft Fundamentals, or equivalent coursework demonstrating core technical knowledge.\nDemonstrated hands-on technical experience through internships, help desk roles, school IT programs, volunteer IT work, home labs, or other practical troubleshooting environments.\nExposure to scripting, automation, or technical problem-solving through coursework, personal projects, or professional experience.\nBasic familiarity with PowerShell, Python, batch scripting, or other automation tools preferred.\nStrong understanding of Microsoft Windows, Microsoft 365, Active Directory/Entra ID, endpoint management, and common business productivity applications.\nExcellent customer service, communication, documentation, and troubleshooting skills.\nAbility to learn new technologies quickly and adapt in a fast-paced MSP environment.\nNice-to-Have Qualifications\nExperience supporting Microsoft 365, Entra ID, Intune, Azure, AWS, or similar cloud platforms.\nExperience with ITSM/ticketing systems such as ConnectWise, HaloPSA, Autotask, or ServiceNow.\nKnowledge of cybersecurity fundamentals including MFA, endpoint security, phishing awareness, and identity management.\nITIL Foundation, Microsoft, CompTIA, or cloud certifications.\nExperience supporting financial services, legal, healthcare, or other regulated industries.\nAI Competencies\nDemonstrates familiarity with AI-powered productivity tools such as Microsoft Copilot, ChatGPT, or approved company AI platforms.\nUses AI tools to assist with troubleshooting, documentation, knowledge searches, and drafting communications while validating accuracy.\nUnderstands basic AI concepts, limitations, risks, and data privacy requirements.\nFollows company policies regarding the secure and responsible use of AI technologies.\nLeverages AI-generated recommendations to improve ticket resolution efficiency and customer service quality.\nDemonstrates curiosity and willingness to learn emerging AI technologies relevant to IT support.","description_format":"text","description_chars":5853,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"associate","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Information Security","Managed Security","Managed IT Services (MSP)"],"lifecycle":[{"event":"open","at":"2026-07-10T07:53:27Z"}],"visa":[],"liveness":{"score":8,"band":"cold","label":"Long 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