Agent

Senior Service Desk Engineer

Agent

full-time

Posted on:

Origin:  • 🇺🇸 United States • Pennsylvania

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Salary

💰 $50,000 - $60,000 per year

Job Level

Senior

Tech Stack

DNSFirewallsServiceNowSwitchingTCP/IP

About the role

  • Provide advanced support for end-users and resolve complex issues beyond basic troubleshooting.
  • Troubleshoot network-related issues such as connectivity problems, VPN access, and configuration errors.
  • Handle escalated tickets and mentor lower-level teams.
  • Install, configure, and update hardware and software for users.
  • Diagnose and resolve LAN/WAN issues including routers, switches, and firewalls.
  • Proactively monitor network performance to prevent downtime.
  • Support and troubleshoot VPN, remote access setups, and security configurations.
  • Maintain and support network hardware such as wireless access points and peripherals.
  • Take ownership of complex or high-priority incidents and document support activities.
  • Collaborate with network engineers, sysadmins, and IT leadership and contribute to knowledge base updates.
  • Support systems integrated with the network (e.g., Active Directory, printers) and assist with network upgrades.
  • Use tools such as SolarWinds or PRTG to monitor network health and generate reports.
  • Deliver outstanding support and clear communication to non-technical users.

Requirements

  • 5-8 years of experience in a service desk or technical support role, with strong networking exposure.
  • Solid understanding of network systems and experience troubleshooting complex technical issues.
  • Familiarity with ticketing systems such as ServiceNow, Jira, or Zendesk.
  • Deep knowledge of TCP/IP, DNS, DHCP, VPNs, routing, switching, and firewalls.
  • Experience with monitoring tools like Wireshark, SolarWinds, or PRTG.
  • Hands-on with network hardware (e.g., Cisco, Juniper).
  • Preferred certifications: CompTIA Network+, CCNA (or higher), ITIL Foundation.
  • Strong communication and customer service skills.
  • Ability to work independently and as part of a team.
  • Excellent attention to detail and ability to juggle multiple tasks.