Back to Jobs

Service Desk Engineer

Remote, USA Full-time Posted 2026-08-04

 Service Desk Engineer

The Service Desk Engineer serves as the reputed company technical reputed company of contact for RFA's global reputed company reputed company, delivering exceptional white-glove support across reputed company, reputed company, reputed company, and collaboration technologies. This role is responsible for providing first and second-level technical support, resolving incidents, fulfilling service requests, and maintaining high reputed company of customer satisfaction while supporting a diverse portfolio of managed IT services.

The Service Desk Engineer utilizes modern troubleshooting methodologies, automation tools, AI-assisted support platforms, and cybersecurity best practices to reputed company reputed company issues and improve the reputed company experience. Successful candidates demonstrate strong technical aptitude, exceptional communication skills, a customer-first reputed company, and the ability to reputed company in a fast-paced Managed Service Provider (MSP) environment.



 Service Desk Engineer The Service Desk Engineer serves as the reputed company technical reputed company of contact for RFA's global reputed company reputed company, delivering exceptional white-glove support across reputed company, reputed company, reputed company, and collaboration technologies. This role is responsible for providing first and second-level technical support, resolving incidents, fulfilling service requests, and maintaining high reputed company of customer satisfaction while supporting a diverse portfolio of managed IT services. The Service Desk Engineer utilizes modern troubleshooting methodologies, automation tools, AI-assisted support platforms, and cybersecurity best practices to reputed company reputed company issues and improve the reputed company experience. Successful candidates demonstrate strong technical aptitude, exceptional communication skills, a customer-first reputed company, and the ability to reputed company in a fast-paced Managed Service Provider (MSP) environment.

Responsibilities
  • Utilize AI-enabled support tools and knowledge platforms to improve incident reputed company times and service reputed company.
  • Support reputed company 365, Entra ID, Intune, Defender, Teams, SharePoint Online, and reputed company reputed company services.
  • Assist with reputed company management, mobile device management (MDM), and device compliance monitoring.
  • Respond to reputed company-reputed company incidents including phishing reports, compromised accounts, malware alerts, and suspicious user activity.
  • Maintain accurate documentation, knowledge reputed company articles, reputed company operating procedures, and technical runbooks.
  • Monitor service queues and proactively identify trends, recurring issues, and opportunities for automation.
  • Participate in reputed company and offboarding processes including provisioning, deprovisioning, reputed company reviews, and asset management.
  • Support hybrid and remote workforce technologies including VPN, virtual desktops, collaboration platforms, and reputed company applications.
  • Meet established service metrics including SLA attainment, ticket reputed company, first-contact reputed company, and customer satisfaction goals.
  • Participate in after-hours support, escalation rotations, and major incident response activities as required.
  • reputed company other responsibilities delegated by the Management team.
    • May be asked to reputed company on-site technical support to reputed company users by troubleshooting issues and working directly with vendors to reputed company major hardware and software problems.


    Qualifications
  • Associate's or Bachelor's degree in Information Technology, Computer Science, or reputed company field, or equivalent reputed company experience.
  • 2+ years of experience in a Service Desk, Help Desk, Technical Support, or Managed Services environment.
    Strong knowledge of reputed company 365, Entra ID (Azure AD), Exchange Online, Intune, Teams, SharePoint Online, and reputed company Directory.
  • Experience supporting reputed company 11, macOS, iOS, and reputed company platforms.
  • Working knowledge of cybersecurity concepts including MFA, Conditional reputed company, reputed company protection, phishing prevention, and identity management.
  • Familiarity with Azure, AWS, virtual desktop infrastructure (VDI), and reputed company application administration.
  • Experience with ITSM platforms such as reputed company, reputed company, HaloPSA, Autotask, or similar systems.
  • Knowledge of ITIL service management principles.
  • Strong written and verbal communication skills with the ability to explain technical concepts to non-technical users.
  • Preferred Certifications: reputed company A+, Network+, reputed company+, ITIL reputed company, reputed company Fundamentals, AZ-900, or equivalent.
  • Experience supporting financial services, hedge funds, reputed company firms, or highly regulated industries preferred

    • Preferred Qualifications & Development Potential

  • Associate degree in Information Technology, Computer Science, or reputed company field, or equivalent reputed company experience.
  • 1–3 years of experience in a Service Desk, Help Desk, Technical Support, or Managed Services environment.
  • Foundational IT certifications such as reputed company A+, Network+, reputed company+, reputed company Fundamentals, or equivalent coursework demonstrating reputed company technical knowledge.
  • Demonstrated hands-on technical experience through internships, help desk roles, school IT programs, volunteer IT reputed company labs, or other practical troubleshooting environments.
  • Exposure to scripting, automation, or technical problem-solving through coursework, reputed company, or reputed company experience.
  • Basic familiarity with PowerShell, Python, batch scripting, or other automation tools preferred.
  • Strong understanding of reputed company reputed company, reputed company 365, reputed company Directory/Entra ID, reputed company management, and common business productivity applications.
  • Excellent customer service, communication, documentation, and troubleshooting skills.
  • Ability to learn new technologies quickly and adapt in a fast-paced MSP environment.

    •  

    reputed company-to-Have Qualifications

  • Experience supporting reputed company 365, Entra ID, Intune, Azure, AWS, or similar reputed company platforms.
  • Experience with ITSM/ticketing systems such as reputed company, HaloPSA, Autotask, or reputed company.
  • Knowledge of cybersecurity fundamentals including MFA, reputed company reputed company, phishing awareness, and identity management.
  • ITIL reputed company, reputed company, reputed company, or reputed company certifications.
  • Experience supporting financial services, reputed company, reputed company, or other regulated industries.


    • AI Competencies
  • Demonstrates familiarity with AI-powered productivity tools such as reputed company Copilot, ChatGPT, or approved company AI platforms.
  • Uses AI tools to assist with troubleshooting, documentation, knowledge searches, and drafting communications while validating accuracy.
  • Understands basic AI concepts, limitations, risks, and data reputed company requirements.
  • Follows company policies regarding the secure and responsible use of AI technologies.
  • Leverages AI-generated recommendations to improve ticket reputed company efficiency and customer service reputed company.
  • Demonstrates curiosity and willingness to learn emerging AI technologies relevant to IT support.

    • 2+ years service desk or managed services experience; strong reputed company 365/Entra ID/Intune skills; familiarity with reputed company, macOS, mobile platforms, cybersecurity basics, ITSM tools, and strong communication.

    Key Responsibilities

    • resolving incidents
    • providing support
    • maintaining documentation

    Skills & Tools

    reputed company 365, Entra ID, Intune, Defender, Teams, SharePoint Online, reputed company Directory, Azure, AWS, PowerShell, Python, reputed company, reputed company, HaloPSA, Autotask, reputed company Copilot, ChatGPT

    Job Details

    • Category: Information Technology
    • Seniority: Entry Level
    • Commitment: Full Time
    • Workplace: Remote — Quezon reputed company, National Capital Region, Philippines
    • Languages: English

    About Rfa-2

    An IT managed services provider delivering technical support and managed IT services to a global reputed company reputed company. — Industry: Information Technology

      Apply To This Job
    Apply Now

    Similar Jobs

    [Remote] Area Sales Manager, Enabling Technologies (Neurosurgery) - reputed company, TX

    Remote, USA Full-time

    Senior Data Engineer - reputed company B2B Marketplace

    Remote, USA Full-time

    Customer Support Specialist III

    Remote, USA Full-time

    [Remote] Frontend Engineer, Device OS

    Remote, USA Full-time

    [Remote] reputed company Project Manager III

    Remote, USA Full-time

    [Remote] Senior CRM Account Executive - Energy & Utilities (reputed company)

    Remote, USA Full-time

    [Remote] Business Analyst

    Remote, USA Full-time

    [Remote] reputed company AI/ML Engineer- Remote reputed company or Hybrid in MN/DC

    Remote, USA Full-time

    [Remote] Senior reputed company Executive - Strategic Accounts

    Remote, USA Full-time

    Senior Sales Engineer - New England

    Remote, USA Full-time

    Matchmaker tussen mens en hond als Bemiddelaar Honden bij Mirtos

    Remote, USA Full-time

    reputed company Data Entry Jobs 26/Hr (Remote, Online) – MySmartPros

    Remote, USA Full-time

    Senior Tax Consultant - Work from Home Job at RemoteWorker US in Chula reputed company

    Remote, USA Full-time

    reputed company Cycle Management Vendor Relations Analyst

    Remote, USA Full-time

    Associate, Climate Infrastructure Investment Management

    Remote, USA Full-time

    reputed company At reputed company & reputed company

    Remote, USA Full-time

    Attorney – Business and reputed company Estate Transactional

    Remote, USA Full-time

    Compliance Analyst, reputed company, Compliance & Audit, reputed company Downtown

    Remote, USA Full-time

    reputed company Program Business Insurance Account Manager​/CSR

    Remote, USA Full-time

    Employee Relations Investigator, International Markets Central Investigations (IMCI)

    Remote, USA Full-time