Service Desk Engineer

About the role

The Service Desk Engineer will be the primary technical point of contact for RFA’s global client base, delivering white‑glove support across endpoint, cloud, security and collaboration technologies. This role provides first‑ and second‑level technical assistance, resolves incidents, fulfills service requests and ensures high customer satisfaction.

Key responsibilities

• Utilise AI‑enabled support tools and knowledge platforms to improve incident resolution times and service quality.
• Support Microsoft 365, Entra ID (Azure AD), 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 such as phishing, compromised accounts, malware alerts and suspicious activity.
• Maintain accurate documentation, knowledge‑base articles, SOPs and technical runbooks.
• Monitor service queues, identify trends, recurring issues and automation opportunities.
• Participate in onboarding/off‑boarding, provisioning, de‑provisioning, access reviews and asset management.
• Support hybrid and remote workforce technologies including VPN, virtual desktops, collaboration platforms and cloud applications.
• Meet service metrics such as SLA attainment, ticket quality, first‑contact resolution and customer satisfaction goals.
• Participate in after‑hours support, escalation rotations and major incident response as required.

Required profile

• Associate’s or Bachelor’s degree in IT, Computer Science or related field, or equivalent experience.
• Minimum 2 years experience in a Service Desk, Help Desk, Technical Support or Managed Services environment.
• Strong communication skills and a customer‑first mindset.
• Ability to thrive in a fast‑paced Managed Service Provider environment.

Required skills

• Microsoft 365
• Entra ID (Azure AD)
• Intune
• Defender
• Teams
• SharePoint Online
• Exchange Online
• Endpoint management
• Mobile device management (MDM)
• VPN
• Virtual desktops