Service Desk Senior Engineer

POSITION SUMMARY:

The Service Desk Senior Engineer will ensure stable operation of the MSPs client's computer networks. Plan, develop, install, configure, maintain, support and optimize all network hardware, software and communication links. Provide effective and clear communication and strong customer service to clients while analyzing and resolving end-user hardware and software issues within SLAs and ability to provide end-user training where necessary.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

· Highest technical asset in Service Desk escalation process

· Ability to manage complex technical environments with advanced troubleshooting skills

· Leverages advanced communication skills to translate complex technical issues into clear, actionable insights for clients and internal teams, ensuring seamless service delivery and fostering trust across all stakeholder interactions.

· Develop, implement, and maintain policies/procedures for network resources and administration

· Oversee configuration, maintenance, and troubleshooting of servers and workstations

· Research hardware and software and interact and negotiate with vendors, outsources and contractors to secure network products and services

· Perform asset and operational management responsibilities such as managing servers, security solutions, routers, switches, network hardware (including upgrades), security and server audits, backup and recovery, administration of equipment and monitor, test and report on performance of networks

· Work through inbound customer calls and ticketing systems to resolve issues

· Participate in white-glove calls, especially during high-urgency or sensitive technical escalations, delivering calm, expert communication and resolution.

· Collaborate with leadership on support strategy, resource planning, and emerging technologies to keep GFI on the cutting edge of MSP services. Ensuring superior client experiences through customer service, client interaction, & ticket escalation