GFI Digital ยท 6 hours ago
Service Desk Senior Engineer
Maryland Heights, MO
Full-time
Onsite
Senior LevelGFI Digital is a managed service provider focused on delivering exceptional IT solutions. They are seeking a Service Desk Senior Engineer to ensure the stable operation of client computer networks, manage technical environments, and provide top-notch customer service while resolving end-user issues.
HardwareInformation TechnologyPrinting
Responsibilities
Highest technical asset in Service Desk escalation process
Ability to manage complex technical environments with advanced troubleshooting skills
Leverages advanced communication skills to translate complex technical issues into clear, actionable insights for clients and internal teams, ensuring seamless service delivery and fostering trust across all stakeholder interactions
Develop, implement, and maintain policies/procedures for network resources and administration
Oversee configuration, maintenance, and troubleshooting of servers and workstations
Research hardware and software and interact and negotiate with vendors, outsources and contractors to secure network products and services
Perform asset and operational management responsibilities such as managing servers, security solutions, routers, switches, network hardware (including upgrades), security and server audits, backup and recovery, administration of equipment and monitor, test and report on performance of networks
Work through inbound customer calls and ticketing systems to resolve issues
Participate in white-glove calls, especially during high-urgency or sensitive technical escalations, delivering calm, expert communication and resolution
Collaborate with leadership on support strategy, resource planning, and emerging technologies to keep GFI on the cutting edge of MSP services. Ensuring superior client experiences through customer service, client interaction, & ticket escalation
Qualification
Required
Ensure stable operation of the MSPs client's computer networks
Plan, develop, install, configure, maintain, support and optimize all network hardware, software and communication links
Provide effective and clear communication and strong customer service to clients
Analyze and resolve end-user hardware and software issues within SLAs
Ability to provide end-user training where necessary
Highest technical asset in Service Desk escalation process
Ability to manage complex technical environments with advanced troubleshooting skills
Leverages advanced communication skills to translate complex technical issues into clear, actionable insights for clients and internal teams
Develop, implement, and maintain policies/procedures for network resources and administration
Oversee configuration, maintenance, and troubleshooting of servers and workstations
Research hardware and software and interact and negotiate with vendors, outsources and contractors to secure network products and services
Perform asset and operational management responsibilities such as managing servers, security solutions, routers, switches, network hardware (including upgrades), security and server audits, backup and recovery, administration of equipment and monitor, test and report on performance of networks
Work through inbound customer calls and ticketing systems to resolve issues
Participate in white-glove calls, especially during high-urgency or sensitive technical escalations
Collaborate with leadership on support strategy, resource planning, and emerging technologies
Company
GFI Digital
GFI Digital is a computer hardware company.
Founded in 1999
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Carrie Tsalamandris
Chief Financial Officer
Company data provided by crunchbase