Senior Service Desk Engineer

🕒 Yesterday

🇵🇭 Philippines – Remote

⏰ Full Time

🟠 Senior

👷🏻‍♀️ Engineer

👻 Ghost score 10%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.Why this score:

• Open for 1 day.
• Jobs at this company usually fill in 21 days.
• No salary listed.

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RFA

WebsiteLinkedInAll Job Openings

201 - 500 employees

🔒 Cybersecurity

💸 Finance

Cybersecurity • Finance • Cloud Services

RFA is an IT service provider specializing in cloud and cybersecurity solutions for the financial services and alternative investment sectors. With over 30 years of service, RFA offers a range of services including IT service management, managed cybersecurity and compliance, managed data services, and managed application services. The company is recognized for its expertise in serving markets such as hedge funds, private equity, allocators, and asset and wealth management. RFA has a global presence with over 14 locations and serves 800+ clients globally, managing over $1 trillion in assets under management. RFA is committed to enhancing IT infrastructure and cybersecurity for their clients through tailored solutions and expert guidance.

📋 Description

• Serve as the primary technical point of contact for RFA's global client base • Deliver white-glove support across endpoint, cloud, security, and collaboration technologies • Provide first- and second-level technical support • Resolve incidents and fulfill service requests • Use AI-enabled support tools and knowledge platforms to improve resolution times and service quality • Support Microsoft 365, Entra ID, Intune, Defender, Teams, SharePoint Online, and related cloud services • Assist with endpoint management, mobile device management, and device compliance monitoring • Respond to phishing reports, compromised accounts, malware alerts, and suspicious user activity • Maintain documentation, knowledge base articles, standard operating procedures, and technical runbooks • Monitor service queues and identify trends, recurring issues, and automation opportunities • Participate in onboarding and offboarding, including provisioning, deprovisioning, access reviews, and asset management • Support VPN, virtual desktops, collaboration platforms, and cloud applications for hybrid and remote workforces • Meet service metrics including SLA attainment, ticket quality, first-contact resolution, and customer satisfaction goals • Participate in after-hours support, escalation rotations, and major incident response as required • Provide on-site technical support when requested, troubleshooting hardware and software issues and working with vendors • Perform other responsibilities delegated by Management • Use AI tools for troubleshooting, documentation, knowledge searches, and drafting communications while validating accuracy • Leverage AI-generated recommendations to improve ticket resolution efficiency and customer service quality

🎯 Requirements

• 5+ years of experience in a Service Desk, Help Desk, Technical Support, or Managed Services environment • Strong knowledge of Microsoft 365, Entra ID (Azure AD), Exchange Online, Intune, Teams, SharePoint Online, and Active Directory • Experience supporting Windows 11, macOS, iOS, and Android platforms • Working knowledge of cybersecurity concepts including MFA, Conditional Access, endpoint protection, phishing prevention, and identity management • Familiarity with Azure, AWS, virtual desktop infrastructure (VDI), and SaaS application administration • Experience with ITSM platforms such as ConnectWise, ServiceNow, HaloPSA, Autotask, or similar systems • Knowledge of ITIL service management principles • Strong written and verbal communication skills with the ability to explain technical concepts to non-technical users • Preferred certifications include CompTIA A+, Network+, Security+, ITIL Foundation, Microsoft Fundamentals, AZ-900, or equivalent • Experience supporting financial services, hedge funds, legal firms, or highly regulated industries preferred • Associate degree in Information Technology, Computer Science, or related field, or equivalent professional experience • Foundational IT certifications such as CompTIA A+, Network+, Security+, Microsoft Fundamentals, or equivalent coursework • Demonstrated hands-on technical experience through internships, help desk roles, school IT programs, volunteer IT work, home labs, or other practical troubleshooting environments • Exposure to scripting, automation, or technical problem-solving through coursework, personal projects, or professional experience • Basic familiarity with PowerShell, Python, batch scripting, or other automation tools preferred • Strong understanding of Microsoft Windows, Microsoft 365, Active Directory/Entra ID, endpoint management, and common business productivity applications • Excellent customer service, communication, documentation, and troubleshooting skills • Ability to learn new technologies quickly and adapt in a fast-paced MSP environment • Familiarity with AI-powered productivity tools such as Microsoft Copilot, ChatGPT, or approved company AI platforms • Understanding of basic AI concepts, limitations, risks, and data privacy requirements • Ability to follow company policies regarding secure and responsible use of AI technologies

🏖️ Benefits

• Permanent employment • Remote work arrangement • Potential after-hours support and escalation rotation participation

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