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.

Senior Service Desk Engineer