IT Service Desk Engineer

Virtual Vocations Inc

Owning complex Tier 2 escalations, the full-time IT Service Desk Engineer will troubleshoot and resolve hardware, software, and networking issues while supporting a SaaS ecosystem in a remote-first environment. Key responsibilities Manage Tier 2 troubleshooting and resolution for escalated issues while adhering to SLAs Support and enhance the SaaS ecosystem, including Google Workspace and Atlassian, while overseeing compliance and onboarding workflows Conduct root cause analysis for recurring issues and implement corrective actions to improve service delivery Required qualifications 5+ years of Tier 2 technical support experience across various operating systems and cloud platforms 3+ years of experience administering Google Workspace, Atlassian, Okta, Jamf, and Slack in an enterprise environment Mid-level networking knowledge including TCP/IP, DNS, VPN, and Wi-Fi troubleshooting Experience in using support metrics to identify improvement opportunities and create effective documentation Demonstrated ability to work in agile, cross-functional IT environments with multiple priorities

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Vacancy posted 4 days ago

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