The Senior Service Desk Engineer holds a pivotal role within the organization, focusing on managing and overseeing the technical aspects of the IT environment. This position involves guiding and mentoring junior team members, ensuring the operational stability of IT systems, implementing best practices, and taking a lead role in resolving advanced technical support challenges.Job DutiesTechnical OversightProvide guidance and mentorship to junior team members, fostering their professional growth.Oversee the technical support operations, ensuring compliance with established best practices.Take the lead in resolving complex technical issues, acting as an internal point of escalation.Implement advanced technical solutions and enhancements to improve system performance and stability.Collaborate with other departments to align IT strategies with organizational goals.Lead in the development, monitoring, and implementation of department policies and procedures.Setup, Configuration, and Maintenance:Lead in the planning and execution of technical setups and configurations.Oversee the maintenance and management of various IT systems and equipment.Assist in advanced technical tasks, such as implementing QoS, failover mechanisms, and domain configurations.Provide backup support to other senior team members for client incidents in case they are unavailable.Ensure that standardization is maintained in support and configurations.Oversee preventative maintenance activities, ensuring the integrity of IT systems.Lead in monitoring and performing basic maintenance of core equipment.Technical Expertise:Serve as an in-house expert in advanced technical areas, such as networking, VoIP systems, and security.Continually assess and recommend emerging technologies and improvements.Act as a resource for resolving complex technical issues and providing guidance on technical solutions.Stay current with industry trends and best practices.General Knowledge, Skills, and Abilities:At least 5 years of experience in a similar senior role.Strong analytical, problem-solving, and decision-making skills.Effective task execution and attention to detail.Prioritization and multitasking skills.Self-motivated with excellent influencing and leadership abilities.Willingness to work overtime and be on standby as required.Ability to work in a fast-paced environment and under pressure.Technical Knowledge, Skills, and Abilities:CCNA / MTCNA / MCSE certification.Proficiency in NAT, routing, TCP/IP, VPN, firewalls, and VLANs.Extensive experience in VoIP systems and SIP signaling.Advanced knowledge of MikroTik systems.In-depth understanding of 3CX systems.Knowledge of structured cabling and expert technical expertise in analog, digital, and VoIP services, IP networking, and data service provision.Systematic thinking.Ability to stay calm under pressure.Be able to work independently and accurately.Demonstrate sound work ethics.Effective verbal, written and listening communication skills.
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