Senior Service Desk Engineer

About this role:

As an engineer, youll not only serve as a key point of contact for global IT support issues but also take a leadership role in guiding the helpdesk team. You’ll bring hands-on expertise in troubleshooting, supporting enterprise systems, and mentoring team members. You will play a role in troubleshooting, building and maintaining our growing, international IT footprint, which is critical to the company’s success. You will have a hands-on role with significant expectations to contribute both technically and culturally.

Troubleshoot, administrate, and support the company's global technology infrastructure across Virginia, Texas, Oregon, California, Utah, Georgia, Canada, London, and India

What You Will Be Doing:

• Lead and guide junior service desk engineers, offering mentoring, training, and support as needed.
• Work with our global helpdesk team to troubleshoot and close tickets.
• Collaborate closely with global IT teams to enhance cross-functional support and communication.
• Handle complex or escalated tickets across regions and ensure timely resolution.
• Collaborate closely with global IT teams to enhance cross-functional support and communication.
• Image new laptops and take care of new hires for our all-office locations.
• Assist with inventory, auditing, and reporting.
• Work with different teams such as networking, security, and infrastructure within the company to get the latest technologies applied.
• Administer Jira Service Management (Jira Service Desk) projects and portals, including configuring request types, forms, SLAs, queues, automation rules, approval flows, and customer permissions; integrate knowledge base and manage email channels and notifications.
• Work with our AV team to audit and implement the latest audio and video conferencing hardware / software
• Manage a specific project that will enhance the helpdesk environment.
• Ensure adherence to ITIL standards and maintain documentation for standard operating procedures.

What You Need for this Position:

• Degree in Technology or an equivalent focus
• Knowledge of the 7-layer OSI model and how it works
• Broad knowledge with industry standard platforms, including Windows desktop (Windows 10/11), MacBook’s, Active Directory, Exchange, Office 365, and DNS.
• Strong understanding of Jira Service Management (Jira Service Desk) administration on the admin side, including project/portal setup, workflows, SLAs, queues, automation, permissions, integrations, and reporting.
• Awareness of emerging AI-driven tools in IT support (e.g., AI chatbots, predictive analytics, intelligent ticket routing) and willingness to adapt these into daily operations.
• Excellent problem solving and analytical skills, the ability to hunt down a problem and find a solution
• Experience with automation frameworks (such as PowerShell, Intune, or workflow automation tools) is a plus.
• Great teamwork and communication skills
• Self-motivation and the ability to work under minimal supervision are a must
• Great customer service skills are essential