Senior Helpdesk Engineer

Summary

We’re looking for a hands-on senior IT professional who can support clients at all levels while also leading or assisting with IT projects and driving innovative solutions.

Our senior team members are critical to supporting our awesome clients and their users. They leverage industry-leading tools and expertise to resolve complex issues, prevent future problems, and improve client IT environments.

This role is perfect for someone who enjoys solving challenging technical problems while also designing and implementing improvements that make a real impact.

Responsibilities

Client Support (All Levels)

Provide technical support to clients via phone, email, and remote access—handling everything from basic troubleshooting to advanced escalations.
Diagnose and resolve hardware, software, and network issues for multiple clients.
Perform O365 and Windows administration, user account management, and access provisioning.
Support and troubleshoot VOIP systems (e.g., 3CX).
Manage and maintain RMM and PSA tools (e.g., Datto, Halo).
Mentor junior engineers and provide guidance to improve team troubleshooting skills.

Projects & Innovation

Lead or assist with IT projects, e.g cloud migrations, system upgrades, deployments, and process automation etc.
Identify and implement solutions to reduce recurring issues and improve efficiency.
Develop and maintain PowerShell scripts to automate routine tasks and streamline operations.
Collaborate with vendors and clients to plan, test, and deliver new IT solutions.

Documentation & Communication

Log issues and resolutions accurately for future reference.
Communicate effectively with clients and vendors to ensure smooth resolutions and project delivery.

Requirements

Previous experience working in an MSP environment is a plus.
Excellent communication skills – able to have comfortable, friendly conversations in English without being overly formal or technical.
Strong attention to detail and follow-through – “never let it go until it’s solved.”
Demonstrable experience working with Windows systems (client/server) and O365 administration.
Proficiency in advanced troubleshooting methodologies.
Scripting skills, particularly in PowerShell, to automate tasks and improve efficiency.
Experience with VOIP systems and a solid understanding of network infrastructure.
Familiarity with RMM and PSA platforms used in MSP environments (e.g., Datto, Halo).
We are heavy users of Office 365 and Azure, so you’ll need to have solid experience and know the fundamentals or demonstrate skills in something very similar..
Ability to handle difficult tasks, set proper expectations, and deliver solutions within a reasonable timeframe.
Out-of-the-box thinker – proactive, creative, and always looking to improve processes.
Willingness to go the extra mile to ensure client satisfaction.
Ability to “figure things out,” even when facing new or unfamiliar technologies.

Device Requirements

1 Fully Functioning Desktop or Laptop – 1 for backup.
Second Monitor
Intel Core i5 or higher – 16 GB Ram or more multitasking.
Backup for Power Outage – Generator/UPS or Alternative Location.
Headset with Noise Canceling feature.

Network Requirements

Device Requirements

Competitive Salary

Enjoy a salary that mirrors your skills and opens doors to limitless opportunities.

Permanent WFH

Forget about stressful commutes and traffic hassles.

Weekly Payout

Get paid weekly for your hard work.

HMO

Ensuring the well-being of our team with comprehensive health benefits.

Flexible Schedule

Better work-life balance and ability to manage personal and professional responsibilities.

Paid Vacation Leave

Rest and Relax, We’ve Got You!

Career Growth

Explore internal mobility and abundant opportunities for your professional journey.

Tech & Internet Allowance

Stay Connected, Work Without Worries!

APPLICATION PROCESS

Submit
Application

Click “Apply Now,” submit your application, and wait for our response.

Initial
Interview

Our hiring manager will contact you for an initial interview and system check.

Technical
Interview

If you pass the interview, you’ll proceed to a technical interview and assessment with your department manager.

Final
Interview

After passing the technical interview, you’ll have a final interview with our CEO and management team.

Wait for
Results

Check your email for your results and contract, sign it—and welcome to the team!