Service Desk Engineer

Job description

Accountabilities Provide timely, effective resolution of client technical issues and service requests while maintaining agreed service levels. Serve as a primary technical resource for the managed services team, providing direction and support on complex client needs. Build and maintain strong working relationships with clients and internal team members, ensuring responsive and professional service delivery. Manage and maintain client IT environments in accordance with service-level agreements and operational standards. Conduct root-cause analysis when required to identify underlying issues and prevent recurring problems. Monitor client infrastructure and optimize systems for performance, reliability, availability, and security. Work across servers, networks, virtualization, cloud environments, and security technologies to maintain stable IT operations. Create, maintain, and update technical documentation for client environments and internal training purposes. Collaborate with engineering and support teams to identify trends, recurring issues, and opportunities for service improvements. Provide technical leadership, guidance, coaching, and mentorship to other managed services team members. Encourage knowledge sharing and identify training opportunities that strengthen team capabilities. Stay current with emerging technologies, industry developments, and IT best practices. Identify innovative approaches to improve service delivery, operational efficiency, and business security. Participate in a recurring on-call rotation and occasional travel for on-site client meetings as required. Requirements 5–7 years of relevant IT experience in roles such as Systems Analyst, Systems Administrator, IT Specialist, or a similar position. Bachelor’s or associate degree in Information Technology, Computer Science, Network Administration, or a related field. Industry certifications such as CompTIA A+, Network+, Security+, AWS, Microsoft Azure, Microsoft MCP, Cisco CCNA, or comparable credentials are highly desirable. Advanced knowledge of modern IT infrastructure, including servers, networks, virtualization, cloud systems, and cybersecurity. Strong experience with Microsoft server and client operating systems, Active Directory, DNS, DHCP, VDI technologies, and Exchange/Office 365. Experience with LAN/WAN connectivity, firewalls, switching, and wireless technologies. Hands-on experience managing cloud environments such as AWS, Azure, and Office 365. Proficiency with technical troubleshooting tools, methodologies, and diagnostic techniques. Strong analytical and problem-solving abilities, with an emphasis on innovation and continuous improvement. Excellent written, verbal, and presentation skills, including the ability to explain technical concepts to non-technical stakeholders. Ability to remain composed and deliver effective solutions during high-impact or time-sensitive situations. Strong collaboration skills and the ability to work effectively with cross-functional technical teams. Demonstrated ability to lead, coach, and mentor other engineers. Ability to work successfully in a fast-paced, dynamic, and collaborative environment. Commitment to continuous learning and ongoing professional development. Benefits Annual salary range of $61,875–$82,500. Performance-based incentives and commission opportunities. Full-time, remote position within the United States. Opportunities to work with modern IT infrastructure and cybersecurity technologies. Access to continuous training and professional development. Career advancement opportunities within a growing organization. Collaborative team environment focused on solving complex technical challenges. Opportunity to contribute to innovative IT and cybersecurity solutions. Recurring on-call rotation as part of the role. Occasional travel for on-site meetings may be required. How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether? Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. #LI-CL1 This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Service Desk Engineer based in the United States. This role is an opportunity to deliver high-quality managed IT services while helping clients maintain secure, reliable, and high-performing technology environments.You’ll provide advanced technical support, troubleshoot complex infrastructure issues, and contribute to effective service delivery.Working within a collaborative team of IT professionals, you’ll act as a technical resource and help guide other support team members.The role spans servers, networks, virtualization, cloud platforms, Microsoft environments, and cybersecurity.You’ll also contribute to root-cause analysis, system optimization, technical documentation, and continuous process improvement.Strong client communication and the ability to translate technical concepts into practical solutions will be essential.This is a fast-paced, remote opportunity suited to an experienced IT professional who enjoys solving complex problems and mentoring others.