Sr Technical Services Engineer Help Desk

Introduction

The role plays a pivotal role in establishing IT as a Service, with a focus on user support, network reliability, and comprehensive hardware and software asset tracking. This role is responsible for shaping and delivering key IT support services, including Help Desk operations, office network administration, and asset lifecycle management as part of broader IT service management initiatives. As a senior escalation point for complex technical issues, you will work closely with cross-functional teams and stakeholders to drive service excellence. Your contributions will directly support a stable, efficient, and user-centric IT environment across the organization.

Required Skills & Qualifications

• Proficient in troubleshooting and supporting Windows, macOS, iOS, and Ubuntu operating systems.
• Working knowledge of helpdesk ticketing systems and remote support platforms.
• Hands-on experience with network administration (e.g., switches, firewalls, DNS, DHCP, VPN, wireless technologies).
• Experienced in hardware/software asset tracking and lifecycle management.
• Solid understanding of incident escalation procedures and change control workflows.
• 6 years of experience in IT support and helpdesk environments.
• 2 years in a senior or lead technical support role (individual contributor).
• Bachelors degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
• Applicants must be able to work directly for the company on W2.

Preferred Skills & Qualifications

• Exposure to identity and access management tools (e.g., Azure AD/Entra, SailPoint, Zscaler).
• CompTIA A , Network , or Security certifications.
• Client Certified: Modern Desktop Administrator Associate, Client Certified Support Professional (ACSP), Cisco Certified Network Associate (CCNA), ITIL Foundation Certification.

Day-to-Day Responsibilities

1. Oversee ticket resolution, onboarding and offboarding users, maintaining service standards, and ensuring customer satisfaction.
2. Support onboarding/offboarding processes, user access setup, and compliance tasks.
3. Lead the operation and continuous improvement of Help Desk services, including SLA definition, monitoring, and reporting.
4. Provide second-line support to internal teams and end users as needed.
5. Support system upgrades and migrations under the guidance of the Principal Engineer.
6. Maintain an accurate and up-to-date inventory of all hardware and software assets.