Service Desk Technician III

MRE Consulting, Ltd. (CK)

Technical Specialist III are responsible for implementing technological solutions to solve business problems, creating a schedule for analysis, implementation, and testing of the technology, escalations, Infra & NOC alerts, and being the bridge between Engineering team and Service Desk teams to ensure consistency, knowledge transfer, among other duties. Responsible for smooth operations, that SLAs are being fulfilled and service-desk clients are happy with the support they are receiving. Actively involved in the day-to-day activities of their team, with a direct accountability for service desk performance. Provides weekly reporting to Operations Manager. Additionally, the service desk manager should stay updated to all industry best-practices standards. Updates service desk SOPs as required and drive innovative solutions to the service desk division.

 

Requirements

  • Bachelor’s degree or equivalent educational experience
    5-7 years’ experience managing technology infrastructure and supporting IT business processes, including but not limited to networking, telecom, data center, server refresh, client side rollouts, etc.
  • Leverage PowerShell, Azure CLI, or other automation tools to automate provisioning, deployment, and monitoring processes
  • Strong understanding of Azure architecture, components, and services, including VMs, networking, storage, and security
  • Hands-on experience with Azure Resource Manager (ARM), Azure Active Directory, Azure Virtual Network, and other Azure management tools
  • Azure certifications (e.g., Azure Administrator, Azure Solutions Architect) preferred
  • Experience with other cloud platforms (e.g., Azure, AWS, Google Cloud) is a plus
  • Ability to develop, document, and deliver client design/architecture and configurations
  • Ability to communicate strategies and best practices during design and implementation
  • Fundamental knowledge of project methodologies required
  • Experience with implementation of large-scale multi-site deployments preferred
  • Working knowledge of Enterprise Architecture frameworks and methodologies e.g., TOGAF, Zachman framework
  • ITIL practitioner preferred, or someone who understands the process and can orchestrate the change to help a company adopt the ITIL practice
  • Demonstrated abilities to prepare documentation and training materials and conduct user trainings
  • Ability to write clear and thorough technical documentation
  • Scheduled night and weekend work or on-call duty will be required
  • Willing to travel

 

Responsibilities

  • Analyzing MRE and Client IT system and infrastructure
  • Diagnosing IT system problems, inefficiencies, and weaknesses; recommendations
  • Planning a timeline for completion of projects assigned
  • Understanding a client’s business needs
  • Implementing a technological solution to meet business needs
  • Communicate, be the bridge between Service Desk and Engineer teams
  • Submitting change request forms to management
  • Collaborating with the technical in-house team to ensure familiarity with technology
  • Training Service Desk staff on client best practices
  • Monitoring the success of IT solutions and teams
  • Ability to engage in project management, systems implementation, and support skills by helping clients with their systems, networks and other technology solutions and implementations
  • Lead, grow, and mentor service desk team(s) at various levels and disciplines providing customer focused leadership
  • Coordinate allocation of technical team resources to meet deployment and other support objectives
  • Develop and deliver related documentation such as SOP’s, HLD’s or BOM’s, technical knowledge base articles
  • Demonstrated experience in consulting role of a technical organization or consultancy with similar responsibilities
  • Currently holds technical certifications or have strong experience with the following: Microsoft Azure
  • Daily time entry and updates of service tickets within ITSM system, ConnectWise
  • Regularly update and audit central documentation repository
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