Senior Service Desk Engineer
Core
Provide high-level customer service and software/hardware problem resolution for end-users, including executive support, via phone, email, chat, and in-person.
Role type
Senior Service Desk Engineer
Builds
IT service desk operations, executive support, and AV support for meetings
Domain
Corporate Services / IT Support
Required skills
ServiceNow ITSM, Microsoft 365, Windows 11, macOS (Jamf), iOS/iPadOS, MDM (Intune), network troubleshooting, printer support, asset management, executive support
Preferred skills
ITIL certification, experience with C-suite support, process improvement, AI tools
Technologies
ServiceNow, Microsoft Intune, Jamf, Zoom, Microsoft Teams, Windows 11, macOS
Responsibilities
Handle incoming IT queries via phone, email, chat, and walk-up; Provide hands-on audio-visual support for conference rooms and events; Resolve Level 1 and Level 2 issues directly; Maintain detailed ticket records and knowledge base articles; Act as a dedicated point of contact for executive and VIP users; Administer mobile devices and MDM; Diagnose and resolve end-user network and hardware problems
Seniority
Senior, hands-on IC