Service Desk Engineer

Service Desk Engineer The Service Desk Engineer serves as the primary technical point of contact for RFA's global client base, delivering exceptional white-glove support across endpoint, cloud, security, and collaboration technologies. This role is responsible for providing first and second-level technical support, resolving incidents, fulfilling service requests, and maintaining high levels of customer satisfaction while supporting a diverse portfolio of managed IT services. The Service Desk Engineer utilizes modern troubleshooting methodologies, automation tools, AI-assisted support platforms, and cybersecurity best practices to efficiently resolve issues and improve the client experience. Successful candidates demonstrate strong technical aptitude, exceptional communication skills, a customer-first mindset, and the ability to thrive in a fast-paced Managed Service Provider (MSP) environment. Responsibilities - Utilize AI-enabled support tools and knowledge platforms to improve incident resolution times and service quality. - Support Microsoft 365, Entra ID, Intune, Defender, Teams, SharePoint Online, and related cloud services. - Assist with endpoint management, mobile device management (MDM), and device compliance monitoring. - Respond to security-related incidents including phishing reports, compromised accounts, malware alerts, and suspicious user activity. - Maintain accurate documentation, knowledge base articles, standard operating procedures, and technical runbooks. - Monitor service queues and proactively identify trends, recurring issues, and opportunities for automation. - Participate in onboarding and offboarding processes including provisioning, deprovisioning, access reviews, and asset management. - Support hybrid and remote workforce technologies including VPN, virtual desktops, collaboration platforms, and cloud applications. - Meet established service metrics including SLA attainment, ticket quality, first-contact resolution, and customer satisfaction goals. - Participate in after-hours support, escalation rotations, and major incident response activities as required. - All other responsibilities delegated by the Management team. - May be asked to provide on-site technical support to system users by troubleshooting issues and working directly with vendors to resolve major hardware and software problems. Qualifications - Associate's or Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent professional experience. - 2+ years of experience in a Service Desk, Help Desk, Technical Support, or Managed Services environment. Strong knowledge of Microsoft 365, Entra ID (Azure AD), Exchange Online, Intune, Teams, SharePoint Online, and Active Directory. - Experience supporting Windows 11, macOS, iOS, and Android platforms. - Working knowledge of cybersecurity concepts including MFA, Conditional Access, endpoint protection, phishing prevention, and identity management. - Familiarity with Azure, AWS, virtual desktop infrastructure (VDI), and SaaS application administration. - Experience with ITSM platforms such as ConnectWise, ServiceNow, HaloPSA, Autotask, or similar systems. - Knowledge of ITIL service management principles. - Strong written and verbal communication skills with the ability to explain technical concepts to non-technical users. - Preferred Certifications: CompTIA A+, Network+, Security+, ITIL Foundation, Microsoft Fundamentals, AZ-900, or equivalent. - Experience supporting financial services, hedge funds, legal firms, or highly regulated industries preferred Preferred Qualifications & Development Potential - Associate degree in Information Technology, Computer Science, or related field, or equivalent professional experience. - 1–3 years of experience in a Service Desk, Help Desk, Technical Support, or Managed Services environment. - Foundational IT certifications such as CompTIA A+, Network+, Security+, Microsoft Fundamentals , o