Senior Helpdesk Engineer (MSP + WFH + Benefits)

Previous experience working in an MSP environment is a plus Excellent communication skills – able to have comfortable, friendly conversations in English Strong attention to detail and follow-through Demonstrable experience working with Windows systems (client/server) O365 administration Proficiency in advanced troubleshooting methodologies Scripting skills, particularly in PowerShell Experience with VOIP systems Solid understanding of network infrastructure Familiarity with RMM and PSA platforms used in MSP environments (e.g., Datto, Halo) Solid experience with Office 365 and Azure, or something very similar Ability to handle difficult tasks, set proper expectations, and deliver solutions within a reasonable timeframe Out-of-the-box thinker – proactive, creative, and always looking to improve processes Willingness to go the extra mile to ensure client satisfaction Ability to 'figure things out,' even when facing new or unfamiliar technologies

Provide technical support to clients via phone, email, and remote access Diagnose and resolve hardware, software, and network issues for multiple clients Perform O365 and Windows administration, user account management, and access provisioning Support and troubleshoot VOIP systems Manage and maintain RMM and PSA tools Mentor junior engineers and provide guidance to improve team troubleshooting skills Lead or assist with IT projects, e.g cloud migrations, system upgrades, deployments, and process automation Identify and implement solutions to reduce recurring issues and improve efficiency Develop and maintain PowerShell scripts to automate routine tasks and streamline operations Collaborate with vendors and clients to plan, test, and deliver new IT solutions Log issues and resolutions accurately for future reference Communicate effectively with clients and vendors to ensure smooth resolutions and project delivery