Service Desk Engineer - Enterprise IT Support Pro

Fibernow; Miami (FL); On-site; USD 55,000 - 90,000; Full time

Job summary

Fibernow is hiring a Service Desk Engineer to be the first line of support for end users, resolving hardware, software, and network issues across Windows and macOS environments. You will handle tickets from multiple channels and escalate when needed, while maintaining excellent customer service.

The role emphasizes continuous learning in a fast-paced IT setting. The ideal candidate has 3+ years in service desk roles, solid MS 365 knowledge, and experience with enterprise apps (ERP/CRM/HRIS).

Qualifications

• Education as stated: Associate's or Bachelor's in IT/CS or related field.
• 3+ years in a service desk, help desk, or desktop support role.
• Hands-on with Windows OS and macOS in a corporate environment.
• Experience supporting Microsoft 365 and ERP/CRM/HRIS applications.
• Preferred certifications (CompTIA A+/Network+/MD-102, MS-900, AZ-900).

Responsibilities

• Serve as the first point of contact for inbound technical support via phone, email, ticketing system, and in person.
• Diagnose and resolve hardware, software, and network issues for desktops, laptops, and peripherals.
• Escalate complex issues and document thoroughly for knowledge sharing.
• Maintain high customer satisfaction with clear and timely communication.
• Support OS administration, including Windows and macOS in enterprise settings.
• Support Microsoft 365, CRM/ERP/HRIS, and collaboration tools like Zoom, Slack, Jira, Confluence.
• Assist with network connectivity, VPN, and basic hardware troubleshooting.

Skills

Customer service

Analytical thinking

Multi-tasking

Communication

Education

Associate's or Bachelor's in IT/CS

Tools

Microsoft 365

ServiceNow

Jira SM

Zoho Desk

Autotask

Job description

Fibernow is hiring a Service Desk Engineer to be the first line of support for end users, resolving hardware, software, and network issues across Windows and macOS environments. You will handle tickets from multiple channels and escalate when needed, while maintaining excellent customer service.

The role emphasizes continuous learning in a fast-paced IT setting. The ideal candidate has 3+ years in service desk roles, solid MS 365 knowledge, and experience with enterprise apps (ERP/CRM/HRIS).