Senior Helpdesk Engineer
Virtual Vocations Inc
Owning the bridge between Tier 1 support and project work, the full-time Senior Helpdesk Engineer will manage escalations, drive AI and automation initiatives, and oversee Helpdesk-driven projects from inception to completion in a remote environment. Key responsibilities Identify and automate recurring ticket patterns to enhance efficiency and reduce manual resolution efforts Act as the escalation point for complex technical issues, conducting independent research to resolve problems effectively Lead Helpdesk projects end-to-end, ensuring successful execution and closure without reliance on others Required qualifications 5+ years of IT support experience with significant exposure beyond Tier 1 Demonstrated self-learning ability and proactive problem-solving skills Familiarity with AI and automation tools, along with hands-on experience in modern endpoint/identity management Strong troubleshooting skills in macOS and Windows, as well as knowledge of networking fundamentals Experience with ITSM tools such as Freshservice, Zendesk, or Jira Service Management Virtual Vocations Inc
Vacancy posted 5 days ago
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