Senior Service Desk Engineer

The role

The Senior Service Desk Engineer provides Tier II and Tier III technical support to enterprise clients. This role acts as a technical escalation point and supports service delivery operations.

What you will do

• Provide Tier II and Tier III support across multiple client environments
• Troubleshoot hardware, software, access, and system issues
• Support Windows, Microsoft 365, Active Directory / Entra ID, VPN, and endpoint management tools
• Manage user accounts, permissions, and device configurations
• Support remote and onsite users, including executives
• Resolve tickets within defined service levels
• Perform root cause analysis to prevent repeat issues
• Follow and support Incident, Request, and Escalation Management processes
• Assist in improving service desk workflows and procedures
• Mentor junior service desk engineers

Required qualifications

• 7+ years of IT support or service desk experience
• Experience supporting enterprise environments
• Strong troubleshooting skills across endpoints, identity, and cloud platforms
• Experience working in SLA-driven support environments
• Strong communication and customer service skills
• Ability to work independently and take ownership

Nice to have

• Experience working in ITIL-based environments
• Understanding of Incident Management, Request Management, Escalation Management, and Change Management
• Experience in managed services environments
• Experience improving processes or documentation
• ITIL Foundation
• Microsoft Certifications
• CompTIA A+, Network+, or Security+

About the company

Davis Technology Management is a technology company in the IT staffing, Technology Consulting and IT Managed Services sector. Their focus is crafting technical and staffing solutions that empower businesses and foster growth.