Service Desk Engineer

Fibernow; Miami (FL); On-site; USD 55,000 - 75,000; Full time

Job summary

Fibernow is seeking a Service Desk Engineer to be the first point of contact for end users and to deliver timely technical support across Windows, macOS, and enterprise applications in a fast-paced IT environment.

You will support Microsoft 365, CRM/ERP/HRIS platforms, and collaboration tools, while managing user accounts, security policies, and software deployment. A focus on customer satisfaction and cross-team collaboration is essential.

Qualifications

• 3+ years in a service desk, help desk, or desktop support role.
• Hands-on experience supporting Windows OS and macOS in a corporate environment.
• Demonstrated experience supporting Microsoft 365 and at least one enterprise business application (ERP, CRM, or HRIS).

Responsibilities

• Serve as the primary point of contact for all inbound technical support requests via phone, email, ticketing system, and in-person.
• Diagnose and resolve hardware, software, and network issues for desktops, laptops, mobile devices, printers, and peripherals.
• Escalate complex or unresolved issues to specialized teams with thorough documentation.
• Maintain high customer satisfaction through clear, empathetic, and timely communication.
• Install, configure, and support Windows 10/11, Windows Server and macOS in enterprise environments.
• Manage user accounts, group policies, and permissions via Active Directory and Azure AD.
• Perform OS updates, patch management, and system imaging using SCCM/Intune or Jamf.
• Troubleshoot BSOD, boot failures, performance degradation, and software conflicts.
• Provide support for Microsoft 365 suite and CRM/ERP/HRIS platforms.
• Support collaboration tools like Zoom, Slack, Confluence, and Jira.
• Log, prioritize, track, and resolve all incidents in ITSM platforms (ServiceNow, Jira Service Management, Zendesk).
• Maintain asset inventory records and adhere to SLAs.
• Contribute to internal knowledge base and documentation.

Skills

Analytical thinking

Problem-solving

Communication skills

Customer-focused

Multitasking

Teamwork

Education

Associate or Bachelor's in IT/CS or related

Equivalent work experience

Tools

ServiceNow

Zoho Desk

Autotask

Jira Service Management

Kaseya RMM

Microsoft Intune

SCCM

Jamf Pro

Job description

For over 20 years, Fibernow has delivered high-performance fiber internet, cloud-based TV, smart WiFi, and managed IT services to residential communities and businesses across Florida. Backed by DigitalBridge, a global alternative asset manager with over $108B invested in digital infrastructure, Fibernow combines deep fiber expertise with institutional scale to accelerate network expansion. As we enter our next phase of growth, Fibernow is rapidly expanding into new communities and territories while enhancing the customer experience across every touchpoint. Our focus is simple: deliver fast, reliable connectivity and build long-term partnerships with the communities and businesses we serve.

Why Join Fibernow

This is a pivotal moment to join our team. Fibernow is scaling with intention, investing in brand, technology, and talent, and infrastructure to support rapid expansion. If you thrive in a fast-paced environment and are excited by the opportunity to help shape the future of a growing fiber provider, Fibernow offers a unique chance to grow alongside the business and make a meaningful impact.

Position Overview

The Service Desk Engineer serves as the first point of contact for end users experiencing technical issues with hardware, software, business applications, and network connectivity. This role is responsible for providing timely, professional, and effective technical support across a diverse technology environment, including Windows and macOS operating systems, Microsoft 365 applications, collaboration platforms, and enterprise network infrastructure. The ideal candidate demonstrates strong troubleshooting skills, excellent customer service, and a passion for continuous learning in a fast-paced IT environment.

Key Responsibilities

End User Support

• Serve as the primary point of contact for all inbound technical support requests via phone, email, ticketing system, and in-person.
• Diagnose and resolve hardware, software, and network issues for desktops, laptops, mobile devices, printers, and peripherals.
• Escalate complex or unresolved issues to specialized teams with thorough documentation.
• Maintain high customer satisfaction through clear, empathetic, and timely communication.

Operating System Administration

• Install, configure, and support Windows 10/11, Windows Server and macOS in enterprise environments.
• Manage user accounts, group policies, and permissions via Active Directory and Azure AD.
• Perform OS updates, patch management, and system imaging using tools such as SCCM/Intune or Jamf.
• Troubleshoot BSOD, boot failures, performance degradation, and software conflicts.

Business Application Support

• Support the Microsoft 365 suite, including Outlook, Teams, Word, Excel, PowerPoint, SharePoint, and OneDrive.
• Assist users with CRM platforms such as Salesforce or HubSpot (configuration, access, data entry issues).
• Provide support for ERP systems (e.g., SAP, Oracle, or NetSuite) and HRIS platforms (e.g., Workday, ADP).
• Support collaboration and productivity tools including Zoom, Slack, Confluence, and Jira.
• Manage license assignments and application provisioning/deprovisioning via MDM or identity platforms.

Network & Connectivity

• Troubleshoot wired and wireless network connectivity issues for end users.
• Assist with VPN configuration and remote access support (Cisco AnyConnect, GlobalProtect, etc.).
• Perform basic network hardware support for switches, access points, and routers (Cisco, Meraki, HP/Aruba).
• Coordinate with Network Engineering on escalated connectivity or infrastructure incidents.

Asset & Ticket Management

• Log, prioritize, track, and resolve all incidents and service requests in the ITSM platform (e.g., ServiceNow, Jira Service Management, or Zendesk).
• Maintain accurate hardware and software asset inventory records.
• Ensure adherence to SLAs for response and resolution times.
• Contribute to and maintain the internal knowledge base and documentation library.

Education

• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field; or equivalent work experience.

Experience

• 3+ years of experience in a service desk, help desk, or desktop support role.
• Hands-on experience supporting Windows OS and macOS in a corporate environment.
• Demonstrated experience supporting Microsoft 365 and at least one enterprise business application (ERP, CRM, or HRIS).

Technical Skills

• Applications: Microsoft 365 (Outlook, Teams, SharePoint, OneDrive)
• Ticketing: ServiceNow, Zoho Desk, Autotask Jira SM, or similar ITSM tool

Soft Skills

• Strong analytical and problem-solving skills with the ability to diagnose issues systematically.
• Excellent verbal and written communication skills; able to explain technical concepts to non-technical users.
• Customer-first mindset with a professional and patient demeanor.
• Ability to manage multiple priorities in a high-volume support environment.
• Team-oriented with the ability to work independently with minimal supervision.

Preferred Qualifications

• CompTIA A+, Network+, or Microsoft certifications (MD-102, MS-900, AZ-900).
• Experience with endpoint management tools: Kaseya RMM, Microsoft Intune, SCCM, or Jamf Pro.
• Familiarity with ITIL v4 framework and best practices.
• Scripting knowledge in PowerShell, Bash, or Python for task automation.
• Experience with identity platforms: Okta, CyberArk, or Microsoft Entra ID.
• Exposure to Ubiquiti, Cisco or Meraki networking equipment.
• Experience supporting cloud environments: Microsoft Azure, AWS, or Google Workspace.