Service Desk Senior Engineer

GFI Digital•Maryland Heights, MO

59d

About The Position

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.

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