Service Desk Engineer — Fast-Paced IT Support & Connectivity

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

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.