Service Desk Senior Engineer
Core
Provide high-level customer service and resolve software/hardware issues for end-users, including C-suite executives, via phone, email, chat, and in-person support.
Role type
Senior Service Desk Engineer (IT Support)
Builds
IT service desk operations, executive support, and AV infrastructure for meetings/events
Domain
Professional Services / Corporate IT
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
ITIL framework, ServiceNow ITSM, Microsoft 365, Windows 11, macOS/Jamf, MDM (Intune), network troubleshooting, printer support, asset management, executive support etiquette
Preferred skills
Experience in professional services environment, process improvement, AI tool adoption
Technologies
ServiceNow, Microsoft Intune, Jamf, Zoom, Microsoft Teams Rooms, Windows 11, macOS
Responsibilities
Handle incoming IT queries via phone/email/chat/walk-up and triage requests; Provide hands-on AV support for conference rooms and client-facing events; Resolve Level 1 and Level 2 issues directly or guide users through fixes; Maintain detailed ticket records and knowledge base articles; Act as dedicated point of contact for C-suite and VIP users; Administer mobile devices and MDM; Diagnose and resolve network, printer, and hardware problems; Coordinate repairs via third-party vendors.
Seniority
Senior, hands-on IC
