We're looking for a motivated Service Desk Engineer (L3) to join our fast-growing and high-performing team. We're a people-focused MSP as the Service Delivery team is the key to our success.
The personality fit is a major focus, and the ideal candidate will thrive in our small team. The company utilizes DISC profiles to evaluate personality traits. They seek an individual who collaborates effectively with the team and possesses strong customer service skills.
We're looking for a motivated Service Desk Engineer (L3) to join our fast-growing and high-performing team. We're a people-focused MSP as the Service Delivery team is the key to our success.
The personality fit is a major focus, and the ideal candidate will thrive in our small team. The company utilizes DISC profiles to evaluate personality traits. They seek an individual who collaborates effectively with the team and possesses strong customer service skills.
Responsibilities:
Deliver prompt and effective technical support to clients via phone, email, remote assistanceSomeone that knows when to escalateExposure to many different operating environments and client solutionsExposure to enterprise-grade cyber security and cloud-based offeringsDiagnose and resolve complex hardware, software and network issues across a variety of IT environmentsProactively monitor clients' environments including networks and serversDocument and track all support activities using our ticketing systemAssist in the implementation and configuration of new systems, applications, and network devices as per clients' requirementsDevelop and maintain technical documentation, including standard operating procedures and knowledge base articlesContinuously update your knowledge of industry trends and technologies to provide the highest level of support and service to our clientsJoin an already successful, knowledgeable and dynamic team who are looking for someone to share our passion and enthusiasm for technologyTo be successful in this role, you will have:
Required Experience/SkillsExperience, Qualifications, Knowledge & Technical Prerequisites2/3+ years of experience in a highly technical environmentPrevious MSP experience using industry tools to monitor and manage clientsMicrosoft 365, Intune, SharePoint and Azure knowledge and experienceEmail filtersBackup productsSecurityTools that plug into MSFirm understanding of Cybersecurity solutions and various Cloud based technologiesSound understanding in maintaining Windows Server and Desktop environmentsExperience with Mac machinesExposure and avid interest to AI in general, automation & learning Copilot
CertificationsMicrosoft 365 FundamentalsMicrosoft 365 Certified: Teams Administrator AssociateMicrosoft Certified: Identify and Access Administrator AssociateMicrosoft 365 Certified: Collaboration Communication Systems AssociateMicrosoft 365 Certified: Endpoint Administrator Associate (previously known as Microsoft 365 Certified: Modern Desktop Administrator Associate)
Soft SkillsExcellent Communication Skills: Verbal and written – confident communication style with ability to influence all levelsStrong experience with customer serviceAnalytical and conceptual detailsHigh Level of InitiativeStrong problem-solving and troubleshooting skillsEfficient with your time, and the ability to multitask and manage conflicting deadlinesStrong documentation experience (new processes and updating existing)Ability to work both independently and collaboratively within a teamResourcefulAbility to exercise good judgment, logical decision making and escalate issues appropriately when requiredBe able to work in a fast-paced, adaptive environment
