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Sr. Service Desk Engineer

Dynamic Quest IncEngineering & Development
Hiring from
Philippines
Work type
Remote
Posted
Sep 28, 2026
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Position Summary

  • The Senior Service Desk Engineer serves as the primary escalation point for complex, high-priority incidents and service requests referred from Tier 1 and Tier 2 across Dynamic Quest's client base. This role is responsible for diagnosing and resolving advanced technical issues that fall outside the scope of front-line support, performing root cause analysis, and driving issues through to full resolution while safeguarding SLO/SLA commitments. In addition to hands-on troubleshooting, the Senior Service Desk Engineer acts as a technical mentor for service desk T1 and Tier 2. Contributes to knowledgebase development, and partners with Service Desk leadership to strengthen escalation workflows and the broader Incident Management process. This position requires deep technical expertise, sound independent judgment, and the ability to operate as a calm, authoritative presence during critical or business-impacting incidents.

Responsibilities

  • Serve as the escalation point for complex incidents and service requests referred from Tier 1 and Tier 2, taking ownership through to resolution

  • Perform advanced troubleshooting and root cause analysis on issues that could not be resolved at the first or second level of support.

  • Manage and prioritize a queue of escalated, high-complexity, and business-critical tickets, balancing urgency against SLA and SLO commitments.

  • Maintains high customer satisfaction (CSAT).

  • Act as a technical mentor to Tier 1 and Tier 2 engineers, providing guidance, coaching, and on-the-job training to raise first contact resolution rates and reduce unnecessary escalations.

  • Review escalated tickets for trends and recurring issues, identifying opportunities for proactive fixes, automation, or process improvement.

  • Maintain a high first-contact resolution rate while minimizing unnecessary escalations to Tier 3 Engineering.

  • Maintain Tier 3 engineering ticket escalations below 10%

  • Administer and troubleshoot Microsoft 365, Exchange Online, SharePoint Online, Teams, Entra ID (Azure AD), Intune, and Conditional Access.

  • Support Active Directory, Group Policy, DNS, DHCP, VPN connectivity, TCP/IP, and wireless networking.

  • Troubleshoot Microsoft Defender, SentinelOne, endpoint protection, backup solutions, and remote monitoring tools.

  • Perform advanced endpoint remediation using RMM platforms.

  • Escalate unresolved or business-critical issues to the Service Desk Team Lead/Manager, or Tier III Engineering, and coordinate cross-team resolution as needed.

  • Lead or participate in major incident response, communicating clearly with stakeholders and providing timely status updates until resolution.

  • Coordinate with offshore and cross-functional teams to hand off, track, and resolve incidents and service requests requiring specialized expertise.

  • Maintain, expand, and quality-check the Service Desk Knowledgebase and CMS, ensuring documentation reflects current best practices for complex issue resolution.

  • Champion Incident Management and ITIL best practices across the Service Desk, proactively recommending process improvements to the Incident Manager/Service Desk Manager.

  • Partner with Technical Leads and department SMEs on knowledgebase articles, validating technical accuracy prior to publishing.

  • Participate in projects, virtual teams, and change initiatives that require senior-level technical input.

  • Maintain up-to-date knowledge of technology, security policies, company standards, and the business's key users and needs.

Qualifications and Education Requirements

  • Bachelor's degree in Computer Science, Information Technology, or a related field; equivalent professional experience will also be considered.
  • Minimum 6 years of experience in service delivery supporting clients with demanding, high-availability SLAs, with solid working knowledge of ITIL framework and processes (ITIL Foundation certification required; higher-level ITIL certification a plus).
  • 8+ years of hands-on experience in an IT Service Desk or technical support environment, including demonstrated experience handling escalated, complex, or business-critical incidents.
  • Proven experience supporting a Managed Service Provider (MSP) environment, with direct experience supporting U.S.-based or global clients across multiple time zones a strong requirement.
  • Advanced understanding of desktop operating systems, enterprise software applications, hardware troubleshooting, and core networking concepts (TCP/IP, DNS, VPN, etc.).
  • Demonstrated ability to mentor and develop junior support staff, with strong coaching and knowledge-transfer skills.
  • Strong customer service orientation with the ability to communicate clearly and confidently with end users, stakeholders, and executives during high-pressure situations.
  • Demonstrated ability to manage competing priorities, work independently, and exercise sound judgment when resolving escalated incidents.
  • Advanced familiarity with Service Desk ticketing systems, knowledgebase tools, and CMS platforms used to track and resolve incidents and service requests.
  • Willingness and ability to work a flexible schedule, including holiday and after-hours or on-call coverage, aligned to Monday–Friday, 8:00 PM–5:00 AM PHT (8:00 AM–5:00 PM EST), to support U.S. business hours.

Skills & Experience Required

  • Excellent telephone manner and communication skills, with the ability to remain calm, methodical, and authoritative during escalated or business-critical support situations.
  • Strong team leadership qualities, with excellent verbal, written, and interpersonal communication skills across both technical and business audiences.
  • Highly organized, self-motivated, and adaptable, with the ability to manage shifting priorities and multiple escalations in a fast-paced MSP environment.
  • Advanced critical thinking, sound decision-making, and the ability to operate independently with minimal supervision on complex, ambiguous problems.

    • Strong ticket ownership mindset, documentation discipline, and effective time management and triage skills across a high-complexity, multi-client MSP environment.

    • Proven experience in a Service Desk, Help Desk, or Contact Center environment, with a track record of successfully resolving escalated or difficult technical issues.

    • Ability to lead in an AI-driven Service Desk model, where routine tickets are increasingly automated or resolved via AI tools, and escalated volume requires advanced technical troubleshooting, hands-on problem-solving, and sound engineering judgment.

    • Advanced working knowledge of Active Directory, Azure AD/Entra ID, Office 365 Administration, and Exchange Online.

    • Deep experience supporting Windows and Mac environments, MDM platforms (Intune/Jamf), and AVD/Windows 365 or VDI troubleshooting.

    • Advanced proficiency with remote desktop tools, printer/scanner support, and complex end-user device troubleshooting.

    • Experience with MSP platforms such as Autotask/Halo, multi-tenant Azure management, ITGlue, and RMM tools (NinjaRMM, Datto, Screenconnect).

    • Strong working knowledge of networking concepts (DNS, DHCP), wireless technologies, and network troubleshooting beyond basic connectivity issues.

    • Solid understanding of security best practices including MFA, endpoint protection, and backup/disaster recovery solutions, with the ability to troubleshoot related failures.

    • Experience with SharePoint/OneDrive, PowerShell scripting, Conditional Access Policies, SSO/ADFS, and BitLocker/encryption.

    • Prior experience formally mentoring, training, or leading a team of Tier 1/Tier 2 support staff.

    Desirable

    • Familiarity with virtualization platforms (Hyper-V, VMware, Azure, AWS) to support advanced troubleshooting and faster resolution of escalated issues.

    • Prior use of ITSM/CRM/Service Management tools, with ITIL Foundation or higher-level ITIL knowledge a plus.

    • Exposure to AI-powered Service Desk tools (e.g., AI ticket triage, chatbots, virtual agents, or AI-assisted diagnostics) is a plus.

    • Familiarity with security and backup tools including SentinelOne, INKY spam filtering, and Veeam/Datto backup solutions.

    • Relevant certifications a plus: CompTIA Network+, Security+, Microsoft Modern Desktop Administrator Associate, or Microsoft Azure Administrator.

      Certifications

      • Microsoft Certified: Modern Desktop Administrator Associate, Microsoft 365 Certified: Fundamentals, or equivalent current Microsoft technical certification (legacy MCP/MTS accepted as equivalent).

      • ITIL Foundation certification (v4 preferred) — required or strongly preferred, given the escalation/service management focus of this role.

      • CompTIA A+, Network+, and/or Security+ — required or strongly preferred as baseline technical certifications.

      • CompTIA Security+ — a plus for roles that touch security-related tickets or compliance-sensitive environments.

      • Cisco Certified Network Associate (CCNA) or equivalent networking certification — preferred, especially if the role involves network-related escalations.

        • Microsoft Certified: Azure Administrator Associate (AZ-104) or Microsoft Certified: Azure Fundamentals — preferred if supporting cloud/hybrid environments.

        • Apple Certified Support Professional (ACSP) — desirable in mixed-OS environments.

        • VMware Certified Technical Associate (VCTA) or similar virtualization certification — a plus for environments with virtual desktop infrastructure.

        • Certified Information Systems Security Professional (CISSP) or CompTIA Security+ — a plus for roles with security escalation responsibilities.

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