Overview:
We are looking for an experienced Service Desk Engineer to join our IT Operations team. This role involves managing end-user devices, improving network infrastructure, ensuring high availability, and troubleshooting network issues with the help of a managed IT services provider. You will support enterprise systems across cloud platforms, SaaS solutions, and end-user devices.

Key Responsibilities:

• Network Support: Troubleshoot network issues (LAN/WAN, switches, routers, firewalls).
• Device Provisioning: Set up computers and mobile devices, including Intune enrollment.
• Network Monitoring: Monitor network performance and collaborate with the managed IT provider.
• Hardware Support: Configure and troubleshoot devices like laptops, phones, tablets, and docking stations.
• AV Support: Maintain and troubleshoot Audio/Video devices.
• Network Design: Collaborate on designing and optimizing network infrastructure with the Managed IT provider.
• Security Management: Implement and maintain network security measures (firewalls, intrusion detection).
• Documentation: Maintain detailed records of network configurations, processes, and incidents.
• SaaS & Cloud Administration: Manage Microsoft SharePoint, Copilot, Zoom, and other SaaS solutions.
• Automation & Scripting: Automate recurring tasks using scripts or tools.
• Vendor Coordination: Coordinate with vendors to resolve issues and manage contracts.
• User Access Management: Manage user access and ensure compliance with policies.
• Policy Development: Contribute to IT policies and ensure compliance with guidelines.
• Patch Management: Ensure systems receive timely updates and patches.
• Project Management: Lead IT projects from planning to post-implementation.

Required Skills & Experience:

• Hands-on experience with Microsoft 365 and cloud computing.
• Proficient in routing and switching protocols (e.g., Juniper JUNOS).
• Experience with SaaS solutions (e.g., SharePoint, Copilot).
• Knowledge of network security and monitoring tools (e.g., firewalls, VPNs, SolarWinds).
• Strong troubleshooting skills for complex network issues.
• Excellent communication and stakeholder management skills.

• Education: Bachelor’s degree in IT, Computer Science, or related field, or equivalent work experience.
• Experience: 3-5 years in network engineering or a similar role.
• Skills:

Desirable:

• Certifications: JNCIS, AZ-700, AZ-900/104, MS-102, or similar.
• Security Knowledge: Understanding of security frameworks like NIST and CSF.
• Industry Experience: Experience in financial services or regulated environments.