Senior Service Desk Engineer

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.