Service Desk Engineer

GDI Infotech; San Francisco (CA); On-site; USD 85,000 - 110,000; Full time

Job summary

GDI Infotech, a growing MSP, seeks a technically strong Service Desk Engineer to join the team as a senior escalation resource for the Service Desk, while participating in projects, client implementations, cloud administration, and ongoing technology improvements.

The ideal candidate combines strong Microsoft 365 expertise, excellent troubleshooting skills, and the ability to communicate effectively with end users and business stakeholders.

Qualifications

• 3+ years of professional IT support experience.
• MSP experience strongly preferred.
• Experience supporting Exchange Online, Teams, SharePoint Online.
• Experience working in a ticket-driven environment with SLAs and time tracking.
• Ability to prioritize multiple issues and projects simultaneously.
• Excellent troubleshooting and customer communication skills.

Responsibilities

• Act as an escalation point for Service Desk technicians.
• Troubleshoot and resolve advanced Microsoft 365, endpoint, networking, and infrastructure issues.
• Assist with ticket quality, knowledge sharing, and technician mentoring.
• Work closely with Service Desk leadership to ensure timely ticket resolution and exceptional client service.
• Take ownership of challenging customer issues and drive them through resolution.
• Support client implementations, migrations, and technology refresh projects.
• Provide occasional onsite support throughout the Bay Area.
• Maintain client documentation, runbooks, network diagrams, and support procedures.

Skills

Customer service

Troubleshooting

MSP experience

End user communication

PowerShell scripting

Mentoring/leadership

Tools

NinjaOne

Meraki

UniFi

Job description

Our client is a growing Managed Services Provider (MSP) seeking a technically strong, customer-focused Service Desk Engineer to join their team. This individual will serve as a senior escalation resource for the Service Desk while also participating in projects, client implementations, cloud administration, and ongoing technology improvements.

The ideal candidate combines strong Microsoft 365 expertise, excellent troubleshooting skills, and the ability to communicate effectively with end users and business stakeholders. This is an excellent opportunity for someone looking to grow within a highly collaborative MSP environment that values technical aptitude, customer service, and continuous learning.

Key Responsibilities

Service Desk & Escalations

• Act as an escalation point for Service Desk technicians.
• Troubleshoot and resolve advanced Microsoft 365, endpoint, networking, and infrastructure issues.
• Assist with ticket quality, knowledge sharing, and technician mentoring.
• Work closely with Service Desk leadership to ensure timely ticket resolution and exceptional client service.
• Take ownership of challenging customer issues and drive them through resolution.

Microsoft 365 Administration

• Support and administer Microsoft 365 environments across multiple client organizations.
• Manage and support:
• User and Identity Management
• Security Groups and Dynamic Groups
• Exchange Online
• Microsoft Teams
• SharePoint Online
• Assist with policy administration, onboarding/offboarding, and device management.

Projects & Field Services

• Participate in client implementations, migrations, and technology refresh projects.
• Perform workstation deployments and onboarding activities.
• Support networking initiatives, upgrades, and infrastructure improvements.
• Provide occasional onsite support throughout the Bay Area.

Automation & Documentation

• Utilize AI tools to improve efficiency, troubleshooting, scripting, and research.
• Support automation efforts that improve operational consistency and service delivery.
• Maintain client documentation, runbooks, network diagrams, and support procedures.

Customer Support

• Deliver exceptional customer service during both routine and escalated situations.
• Communicate clearly with technical and non-technical users.
• Help restore customer confidence when service issues require escalation.

Required Qualifications

• 3+ years of professional IT support experience.
• MSP experience strongly preferred.
• Experience supporting:
• Exchange Online
• Teams
• SharePoint Online
• Experience working within a ticket-driven environment.
• Understanding of ticket documentation, SLAs, and time tracking.
• Ability to prioritize multiple issues and projects simultaneously.
• Excellent troubleshooting and customer communication skills.

Preferred Qualifications

• Experience with Meraki and/or UniFi networking.
• Experience with NinjaOne or other MSP RMM platforms.
• PowerShell scripting experience.
• Experience with automation platforms and process improvement initiatives.
• Microsoft certifications are a plus.

Ideal Candidate

We're looking for someone who is technically strong, customer-focused, and comfortable taking ownership of issues. The ideal candidate enjoys solving problems independently, assisting junior technicians, participating in projects, and building trusted relationships with clients.

This role offers significant career growth within a well-established and expanding MSP supporting a diverse client base throughout the Orange Country/LA Area, California.