Benefits
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401(k)
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Competitive salary
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Dental, vision, and health insurance
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Paid time off
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Wellness resources
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Training & development opportunities
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Opportunity for advancement
Job Summary
The Service Desk Engineer (SDE) plays a critical role in providing Tier 2 technical expertise to the Managed Services Division. Working with client services, field services, service desk, and NOC teams, the SDE ensures top-quality service delivery, client satisfaction, and continuous improvement within our MSP environment.
This position requires a positive, team-oriented professional who can operate independently while aligning with the company’s mission and core values.
Key Responsibilities
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Provide remote and on-site technical support with professionalism.
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Act as Tier 2 support for service desk reactive tickets.
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Maintain high client satisfaction (95%+ CSAT).
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Handle client onboarding/offboarding requests.
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Resolve tickets using the ticketing system while meeting SLAs.
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Use monitoring tools (e.g., Datto RMM) for incident resolution.
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Collaborate with vendors to resolve technical issues.
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Create and maintain client documentation.
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Escalate complex issues when necessary.
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Track and document time in the ticketing system.
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Adhere to security protocols and participate in on-call rotation.
Qualifications & Skills
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Strong professionalism, judgment, and communication skills.
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Ability to work independently with excellent time management.
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Proven problem-solving and analytical abilities.
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Passion for client satisfaction and service excellence.
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Familiarity with IT support tools and best practices.
Requirements
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4+ years of relevant IT experience.
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Background in MSP or IT service provider environments.
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Proficiency with Microsoft technologies (Office 365, Azure, Intune, SharePoint, Teams, etc.).
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Experience with virtual infrastructure (Hyper-V, VMware, Virtual Desktops).
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Knowledge of networking (firewalls, switches, VPNs, wireless).
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Familiarity with MSP tools (Autotask PSA, Datto RMM, BCDR, BrightGauge, Hudu).
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Understanding of security frameworks (CIS, NIST, SOC2).
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Microsoft certifications (or ability to attain).
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Bachelor’s/Associate degree in IT-related field preferred.
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Legal technology (iManage, NetDocuments) and DaaS experience is a plus.
Schedule
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Full-time, Remote
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9:00 AM – 6:00 PM PST