Service Desk Engineer

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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

• Utilize AI-enabled support tools and knowledge platforms to improve incident 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 (MDM), and device compliance monitoring. • Respond to security-related incidents including phishing reports, compromised accounts, malware alerts, and suspicious user activity. • Maintain accurate documentation, knowledge base articles, standard operating procedures, and technical runbooks. • Monitor service queues and proactively identify trends, recurring issues, and opportunities for automation. • Participate in onboarding and offboarding processes including provisioning, deprovisioning, access reviews, and asset management. • Support hybrid and remote workforce technologies including VPN, virtual desktops, collaboration platforms, and cloud applications. • Meet established 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 activities as required. • All other responsibilities delegated by the Management team. • May be asked to provide on-site technical support to system users by troubleshooting issues and working directly with vendors to resolve major hardware and software problems.

🎯 Requirements

• Associate's or Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent professional experience. • 2+ 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: 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