ITSM Engineer
Core
Hands-on Tier 2/3 technical support and administration of the ITSM platform to optimize service delivery processes for firm staff.
Role type
Senior ITSM Engineer (Tier 2/3 Support & Platform Admin)
Builds
Optimized ITSM workflows, service catalogs, reporting dashboards, and ITIL-compliant service delivery.
Domain
Professional Services / Accounting Firm IT
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
SolarWinds Service Desk administration, ITIL Foundation, M365 administration (Exchange, Teams, Intune, Entra ID), Networking fundamentals, Incident/Problem/Change/Knowledge Management, SLA/KPI tracking
Preferred skills
ITIL Intermediate/4, SolarWinds certification, BMC Helix, Freshservice, Jira SM, ServiceNow
Technologies
SolarWinds Service Desk, Microsoft 365, Entra ID, Intune, Windows, macOS
Responsibilities
Administer SolarWinds Service Desk platform (queues, SLAs, automation), Lead Incident and Problem Management, Manage Change and Knowledge Management processes, Resolve complex M365 and endpoint issues, Partner with US IT leadership on strategy and best practices
Seniority
Mid-Senior, hands-on IC
