SERVICE DESK ENGINEER (Senior / Junior)

Responsibilities

Handle escalated and complex support issues, including Network Configuration, Client VPN troubleshooting, and Application Troubleshooting.

Provide Tier 1 / 2 support and administration for core Microsoft Enterprise Services (Microsoft Intune, Microsoft Defender, Microsoft Entra).

Manage and provide user support for end‑user computing tools, including Microsoft Office Suite, Absolute, and BTRS Remote.

Lead the review and creation of knowledge base articles, runbooks, and SOPs. Ensure IT Asset Management compliance and accuracy.

Conduct technical training sessions for the team and provide mentorship to other DSS Support Engineers.

Lead efforts related to Security and Vulnerability Manual Remediation and Patch Management.

Provide hands‑on technical support during the handoff from the previous vendor.

Provide prompt and professional Technical Support and User Assistance for all incoming requests.

Log, assign, and follow up on tickets to ensure timely resolution.

Handle Hardware Provisioning, Application Installation, Device Enrollment, and Equipment Setup in conference rooms.

Perform routine maintenance tasks, including printer support, Hardware Collection, and User Printing account registration.

Actively participate in training and shadowing to develop skills in areas like BYOD Mobile Devices, Network Configuration, and Security Configuration.

Qualifications

• Strong knowledge of enterprise‑level operating systems (e.g., Windows, macOS, Linux).
• Experience with or functional knowledge of ServiceNow or similar ITSM tools.
• Demonstrable hands‑on experience and support knowledge of Microsoft Intune, Microsoft Defender, and Microsoft Entra (formerly Azure AD).
• Familiarity with remote access tools like Absolute and BTRS Remote.
• In‑depth understanding of networking concepts (TCP / IP, DNS, DHCP) and network troubleshooting tools.
• Experience with command‑line interfaces (CLI) for system diagnosis and management.
• Proven ability to troubleshoot complex hardware and software issues.
• Strong verbal and written communication skills for technical documentation and knowledge transfer.
• Experience with ITIL or similar service management frameworks is a plus.
• A strong desire to learn and a proactive approach to problem‑solving.

Equal Opportunity Employer

Sophic Automation is an Equal Opportunity Employer. We are seeking the right people – people who want to innovate, achieve, grow and lead. We attract and retain the best talent by investing in our employees and empowering them to develop themselves and their careers.

Application Process

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