Senior Helpdesk Engineer
Job Summary
Owning the bridge between Tier 1 support and project work, the full-time Senior Helpdesk Engineer will manage escalations, drive AI and automation initiatives, and oversee Helpdesk-driven projects from inception to completion in a remote environment.
Key responsibilities
- Identify and automate recurring ticket patterns to enhance efficiency and reduce manual resolution efforts
- Act as the escalation point for complex technical issues, conducting independent research to resolve problems effectively
- Lead Helpdesk projects end-to-end, ensuring successful execution and closure without reliance on others
Required qualifications
- 5+ years of IT support experience with significant exposure beyond Tier 1
- Demonstrated self-learning ability and proactive problem-solving skills
- Familiarity with AI and automation tools, along with hands-on experience in modern endpoint/identity management
- Strong troubleshooting skills in macOS and Windows, as well as knowledge of networking fundamentals
- Experience with ITSM tools such as Freshservice, Zendesk, or Jira Service Management
Complete Job Description
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