Senior Service Desk Engineer
RFA
Remote · Full time · Senior · Salary not disclosed
Posted 3 hours ago
You'll apply on the company's website.
About the Role
RFA is looking for a Senior Service Desk Engineer to act as a key technical point of contact for its global client base. This role focuses on providing high-level, white-glove technical support to sophisticated clients in the alternative investment and financial services sectors, including hedge funds and private equity firms. You will manage a complex technical stack involving cloud, security, and collaboration tools to support remote and hybrid workforces. The role leverages AI-driven tools to optimize service delivery and requires a commitment to technical excellence and proactive incident management within a fast-paced environment.
Requirements
- The ideal candidate possesses at least five years of experience in a help desk, technical support, or managed services environment, with a strong background in Microsoft 365, Entra ID, Intune, Teams, and SharePoint Online.
- You must be proficient in supporting Windows 11, macOS, iOS, and Android platforms while demonstrating a solid understanding of cybersecurity concepts like MFA, Conditional Access, and endpoint protection.
- Experience with ITSM platforms such as ServiceNow or ConnectWise is required, alongside familiarity with Azure, AWS, and virtual desktop infrastructure.
- Candidates should have excellent communication skills, both written and verbal, and the ability to explain complex technical concepts to non-technical users.
- An associate degree in Information Technology or a related field is preferred, as are certifications such as CompTIA A+, Security+, or Microsoft fundamentals.
- A foundational understanding of automation tools like PowerShell or Python, as well as an understanding of AI-powered productivity tools, is highly desirable.
Responsibilities
- As a Senior Service Desk Engineer, you will provide first- and second-level technical support, resolving incidents and fulfilling service requests while utilizing AI-enabled tools to enhance efficiency.
- You will manage endpoint compliance, assist with user onboarding and offboarding procedures, and respond to security alerts including phishing reports, malware, and compromised accounts.
- Responsibilities also include maintaining documentation, knowledge base articles, and technical runbooks to ensure standardized support practices.
- You will monitor service queues to identify recurring trends and opportunities for automation, while ensuring strict adherence to SLA and customer satisfaction metrics.
- Additionally, you will support VPN services, virtual desktops, and cloud applications for a global, remote workforce.
- The role also requires participating in after-hours support rotations, handling major incident escalations, and providing on-site technical support or vendor coordination when necessary.
Benefits & Perks
- The position offers permanent employment within a fully remote work arrangement, with the opportunity to participate in after-hours support and escalation rotations.
Note: This listing is summarized and paraphrased by WorkNow from a publicly posted role. For the original wording and full details, please refer to the employer's official posting.
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