Service Desk Engineer

The Service Desk Engineer is the first line of support services to our customers via telephone, remote
control software, or through on-site visits. The type of requests you will receive will be 1 st through to
3rd line with 3rd line level access. To our callers it is the first experience of RFA’s high service standards,
maintaining that standard is the main responsibility of the Service Desk.

Our candidates are solution-oriented problem-solvers who can thrive in a fast-paced, sometimes
stressful environment while maintaining a professional and composed demeanor. He/ She will utilize
their active listening, critical thinking and communication skills to continuously provide exceptional
support services while promoting RFA’s brand as a client-centric, full-service technology provider.

Responsibilities:

 Fulfill support requests such as break fix, password rests, ticket routing, etc.
 Assist customers by confidently restoring services on incidents across RFA’s service portfolio at
multiple levels.
 Utilize the ticketing system to monitor and respond to tickets within RFA established SLAs.
 Effectively demonstrate a sense of urgency while acting in a professional, calm manner and
manage appropriate and realistic expectations to maintain overall client satisfaction.
 Leverage critical thinking skills to find practical workarounds and permanent solutions.
 Use appropriate judgment and apply most effective resolution methodology to properly
escalate to other teams.
 Act as a critical front-line and provide direct support to all RFA Clients.
 Participate in knowledge management by documenting technical efforts.
 Perform other duties as assigned.

Qualifications:

 2-5 years of recent and consecutive hands-on and remote IT support experience in an
enterprise environment.
 Financial services industry and MSP experience preferred.
 Professional spoken and written communication.
 Level 1 and Level 2 experience in MS Exchange, Active Directory, VPN Software, Microsoft
Office, mobile platforms, and Apple computer products.
 Knowledge of Citrix, Office 365, Azure, AWS, MDM (Mobile Device Management), and multi-
factor security a plus.
 Ability to work in a fast paced environment
 Experience with ConnectWise or similar ticketing system preferred.
 Experience with the ITIL framework or other ITSM preferred.
 Exhibit a high-level of professionalism and sound judgment.