Senior Help Desk Engineer L2L3 SA

Company Overview: The company is a dynamic and forwardthinking technology solutions provider committed to streamlining IT processes for businesses across various industries. With a focus on delivering exceptional service and cuttingedge solutions we empower our clients to navigate the complexities of the digital landscape seamlessly. Position Overview: We are seeking a highly skilled and experienced Senior Help Desk Engineer to join our team. The ideal candidate will play a key role in providing technical support troubleshooting and ensuring the smooth operation of our clients IT systems. As a Senior Help Desk Engineer you will be responsible for leading and mentoring a team of help desk professionals while actively contributing to the enhancement of IT processes. Responsibilities: Technical Support: o Provide expertlevel technical support to endusers resolving complex issues efficiently. o Troubleshoot hardware software and network problems to ensure minimal downtime. o Collaborate with other IT teams to resolve escalated issues and provide timely solutions. Team Leadership: o Lead and mentor a team of help desk engineers fostering culture and a collaborative and growthoriented work environment. o Conduct regular training sessions to keep the team updated on the latest technologies and best practices. o Provide guidance and support for junior team members promoting skill development. Process Improvement: o Identify opportunities for process improvement within the help desk function. o Propose and implement solutions to enhance efficiency and effectiveness. o Collaborate with crossfunctional teams to integrate improvements into broader IT processes. Documentation: o Maintain comprehensive and uptodate documentation for common issues and resolutions. o Create and update knowledge base articles to empower endusers with selfhelp resources. o Document new solutions and processes for internal reference and continuous improvement. Client Interaction: o Communicate effectively with clients to understand and address their IT concerns. o Manage client expectations and provide timely updates on issue resolution progress. o Collaborate with account managers to ensure client satisfaction and identify opportunities for upselling services.

Requirements

Qualifications: Proven experience 5 years in a seniorlevel help desk or technical support role. Strong leadership and mentoring skills. Indepth knowledge of IT systems networks and troubleshooting methodologies. Excellent communication and interpersonal skills. 5 years experience with onsite and phonebased troubleshooting i.e. hardware and software (required) 5 years experience with handson Information Technology client/enduser support (required) Indepth knowledge of Microsoft Office suite Office 365 and Microsoft desktop operating systems Proven experience with basic network concepts (LAN/WAN/VPN) basic Cloud concepts and exposure to phone systems The candidate will provide their own transportation and must possess a valid drivers license proof of insurance and clean driving record Must be able to pass a background check and be able to work in US shift Skills / Attributes Required 1 2 experience supporting SME s or multi sites in a helpdesk / IT support desk environment. Able to deliver and troubleshoot complex technical solutions Strong communication and documentation skills Good time management and prioritisation skills Good Technical Knowledge Office 365 Windows Server Active Directory Windows 10 PC & Server hardware Desirable technical knowledge ConnectWise Hypervisor / VMware vSphere Azure SharePoint OSx Operating Systems Firewalls Networking Desirable Qualifications / Certifications MCSA ITIL foundation MCITP: Server Administrator or MCSE: Windows Server CCNA Backup solutions, Veeam, Datto, Acronis