Job Details

*Please note this is a remote position, however, we expect it to become Hybrid once we establish physical office presence in SC.*

*Job Overview*
We are seeking a highly motivated and experienced Senior Service Desk Engineer to join our dynamic IT support team.

In this pivotal role, you will serve as a technical expert, responsible for resolving complex support issues and contributing to project delivery.

Your energetic approach and problem-solving skills will drive efficient resolution of complex technical issues, enhance user experience, and uphold high standards of service excellence.

This position offers an exciting opportunity to lead troubleshooting efforts, collaborate with cross-functional teams, and contribute to the continuous improvement of our IT support services.

The position operates under the direction and oversight of the Service Desk Lead, who retains responsibility for team performance, service levels, escalation governance, and operational management.

*Duties*

* Act as a primary resolver for service desk tickets, with ownership from intake through resolution
* Execute resolution of advanced tickets across client environments in line with SLAs and internal procedures
* Work directly with end users using remote desktop sessions as required
* Troubleshoot issues across: _*Endpoints (Windows, devices), Microsoft 365, Networking (DNS, DHCP, VPN, firewalls), Security platforms (EDR/MDR, identity, BCDR)*_
* Respond to and remediate: _*RMM alerts, EDR/MDR detections, Backup and system failures*_
* Take full ownership of issues, driving resolution without unnecessary escalation
* Escalate issues only when required, collaborating with senior engineers or the Service Desk Lead on particularly complex or sensitive cases
* Maintain high-quality ticket documentation aligned with SLA and reporting standards
* Support project delivery efforts as assigned by the Service Desk Lead or senior engineering resources
* Execute technical tasks within defined scopes, including: _*Client user onboarding/offboarding (account provisioning, access management), Microsoft 365 administration and migrations, Endpoint deployment and configuration, Network and infrastructure support tasks*_
* Contribute to: _*Cost optimization initiatives, Platform standardization efforts, Infrastructure modernization efforts*_
* Assist in execution of security and compliance initiatives, including: _*SOC 2 evidence collection and documentation, Security configuration (e.g., conditional access, DLP, audit logging), Endpoint security monitoring and remediation*_
* Participate in security event response workflows under guidance

*Requirements*

* 3-5+ years in IT support, including Level 2 / escalation-capable experience (MSP experience strongly preferred)
* Strong working knowledge of: _*Microsoft 365 administration, Networking fundamentals (TCP/IP, DNS, DHCP, VLANs), Windows endpoint and server environments*_
* Proven ability to independently troubleshoot and resolve complex issues
* Experience managing concurrent tickets across multiple clients
* Strong written and verbal communication skills with direct client interaction
* Certifications: _*CompTIA (A+, Network+, Security+), Microsoft (MS-900, AZ-900, etc.)*_
* Experience with: _*EDR/MDR platforms, SOC 2 or comparable compliance frameworks*_
* _*PSA/RMM tools (Autotask), Firewall platforms (Meraki, Palo Alto, UniFi)*_
* Exposure to automation or AI-enabled tooling

*What Success looks like*

* Consistently resolve complex tickets with minimal oversight
* Maintain high-quality ticket documentation and SLA adherence
* Act as a reliable technical problem solver within the team
* Contribute meaningfully to project delivery and service improvement efforts
* Operate effectively within ITILITI's white-glove service standards

Pay: $60,000.00 - $80,000.00 per year

Benefits:
* 401(k)
* 401(k) matching
* Paid time off



Experience:
* IT support: 3 years (Required)
* M365 Administration: 3 years (Required)
* Managed Service provider (MSP): 3 years (Preferred)
* Networking Fundamentals: 3 years (Required)

Work Location: Remote