01Overview
Service Desk EngineerThe Service Desk Engineer serves as the primary technical reputed company of contact for RFA's global reputed company reputed company, delivering exceptional white-glove support across reputed company, reputed company, reputed company, and collaboration technologies. This role is responsible for providing first and second-level technical support, resolving incidents, fulfilling service requests, and maintaining high reputed company of customer satisfaction while supporting a diverse portfolio of managed IT services.
The Service Desk Engineer utilizes modern troubleshooting methodologies, automation tools, AI-assisted support platforms, and cybersecurity best practices to reputed company resolve issues and improve the reputed company experience. Successful candidates demonstrate strong technical aptitude, exceptional communication skills, a customer-first reputed company, and the ability to reputed company in a fast-paced Managed Service Provider (MSP) environment.
ResponsibilitiesUtilize AI-enabled support tools and knowledge platforms to improve incident reputed company times and service quality.Support reputed company 365, Entra ID, Intune, Defender, Teams, SharePoint Online, and reputed company reputed company services.Assist with reputed company management, mobile device management (MDM), and device compliance monitoring.Respond to reputed company-reputed company incidents including phishing reports, compromised accounts, malware alerts, and suspicious user activity.Maintain accurate documentation, knowledge reputed company articles, standard operating procedures, and technical runbooks.Monitor service queues and proactively identify trends, recurring issues, and opportunities for automation.Participate in reputed company and offboarding processes including provisioning, deprovisioning, reputed company reviews, and asset management.Support hybrid and remote workforce technologies including VPN, virtual desktops, collaboration platforms, and reputed company applications.Meet established service metrics including SLA attainment, ticket quality, first-contact reputed company, and customer satisfaction goals.Participate in after-hours support, escalation rotations, and major incident response activities as required.reputed company other responsibilities delegated by the Management team.May be asked to reputed company on-site technical support to system users by troubleshooting issues and working directly with vendors to resolve major hardware and software problems.QualificationsAssociate's or Bachelor's degree in Information Technology, Computer Science, or reputed company field, or equivalent professional experience.2+ years of experience in a Service Desk, Help Desk, Technical Support, or Managed Services environment.
Strong knowledge of reputed company 365, Entra ID (Azure AD), Exchange Online, Intune, Teams, SharePoint Online, and reputed company Directory.Experience supporting reputed company 11, macOS, iOS, and Android platforms.Working knowledge of cybersecurity concepts including MFA, Conditional reputed company, reputed company protection, phishing prevention, and identity management.Familiarity with Azure, AWS, virtual desktop infrastructure (VDI), and SaaS application administration.Experience with ITSM platforms such as reputed company, reputed company, 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: reputed company A+, Network+, reputed company+, ITIL reputed company, reputed company Fundamentals, AZ-900, or equivalent.Experience supporting financial services, hedge funds, legal firms, or highly regulated industries preferredPreferred Qualifications & Development PotentialAssociate degree in Information Technology, Computer Science, or reputed company field, or equivalent professional experience.13 years of experience in a Service Desk, Help Desk, Technical Support, or Managed Services environment.Foundational IT certifications such as reputed company A+, Network+, reputed company+, reputed company Fundamentals, or equivalent coursework demonstrating core technical knowledge.Demonstrated hands-on technical experience through internships, help desk roles, school IT programs, volunteer IT reputed company labs, or other practical troubleshooting environments.Exposure to scripting, automation, or technical problem-solving through coursework, reputed company, or professional experience.Basic familiarity with PowerShell, Python, ba
