Senior Service Desk Engineer

PLEASE READ: Applicants MUST SUBMIT APPLICATION VIA THIS LINK to be considered:

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Come join our dynamic, award-winning cloud technology consulting firm!


Are you a technically sharp engineer who thrives on solving complex problems and keeping client environments running at their best?

At itGenius, we seek a Senior Service Desk Engineer to serve as the backbone of our support operations. Reporting to the Senior MSP Engineer (Team Leader), you will provide deep technical expertise, mentor the team, and act as a key escalation point. You are responsible for ensuring system security and stability while transforming recurring issues into permanent, scalable solutions.

We’re itGenius, a leading cloud technology consulting firm and Google’s top partner in Australia. We’ve helped small and mid-sized businesses across the globe transform how they work with Google Workspace, AI, and automation. Our business model combines consulting expertise with scalable managed services that empower modern teams to do their best work.

If you’re an A-player—apply now!

? Why You’ll Love Working With Us
We don’t just offer a job—we offer a career with exceptional rewards, growth opportunities, and a people-first culture. Here’s what you’ll get:

???? Competitive Compensation & Bonuses:

December Bonus
Performance Incentive Bonus
Annual Salary Increases
?????Time Off That Matters:

Paid Leaves
Paid National/Local Holidays
????Work & Life Experiences You’ll Remember:

Annual Team Conferences & Events (travel, food, accommodation covered)
????Investing in Your Growth:

Training & Development Budget
Career Growth Pathways
???? Support to Help You Thrive:

Government-Mandated Benefits/ HMO


Job Overview:
The Senior Service Desk Engineer serves as a senior technical escalation resource within the ITGenius support organization. The role is responsible for resolving complex technical issues, maintaining operational stability across client environments, strengthening security and compliance standards, and driving continuous improvement initiatives across the Service Desk function.

This position extends beyond traditional ticket handling and requires a strong combination of advanced technical capability, operational leadership, infrastructure management, process improvement, and mentorship. The Senior Service Desk Engineer is expected to lead by example, provide technical direction to junior engineers, and ensure that support services are delivered consistently, efficiently, and in alignment with defined Service Level Agreements (SLAs).

The role also plays a critical part in maintaining the integrity, security, and scalability of client environments through proactive monitoring, auditing, documentation, automation, and systems optimization.


Accountabilities:
As the Senior Advanced Support Engineer, you will be held accountable for:
Advanced Technical Support & Escalation Management Act as the primary Level 3 escalation point for complex technical i ---------- involving cloud platforms, infrastructure, networks, operating systems, and SaaS environments. Lead advanced troubleshooting, root-cause analysis, and resolution of business-critical issues while ensuring SLA compliance.
Google Workspace & Cloud Administration Manage and support Google Workspace, Microsoft 365, and integrated cloud environments, including security configurations, administrative governance, identity management, and platform optimization. Ensure cloud services remain secure, stable, and aligned with operational best practices.
Datto RMM & Endpoint Management Own the administration, optimization, and operational health of the Datto RMM platform to ensure proactive monitoring, endpoint visibility, patch compliance, and automation efficiency. Support reporting, remediation workflows, and continuous improvement of endpoint management standards.
Security, Compliance & Risk Management Conduct security audits, vulnerability assessments, and compliance reviews across client environments to identify operational and security risks. Implement hardening measures, improve security controls, and support ongoing compliance and risk-reduction initiatives.
Service Delivery & Operational Improvement Analyze ticket trends, recurring i ---------- , and operational inefficiencies to drive process improvements, automation, and service optimization initiatives. Collaborate with leadership teams to improve workload distribution, escalation handling, and overall service delivery maturity.
Documentation & Knowledge Management Develop and maintain high-quality SOPs, technical documentation, and standardized knowledge base articles to improve consistency, onboarding, and operational efficiency. Create structured documentation for complex workflows, troubleshooting procedures, and recovery processes.
Mentorship & Quality Assurance Provide mentorship, coaching, and technical guidance to junior engineers while conducting quality reviews of tickets, documentation, and technical work. Support continuous improvement of team capability, accountability, and technical standards across the Service Desk function.
Customer Experience & Stakeholder Engagement Maintain a high standard of professionalism, communication, and ownership across all client interactions, particularly during critical i ---------- and escalations. Represent the Service Desk team in operational discussions while ensuring transparent communication and strong customer confidence.


Responsibilities:
Your day-to-day responsibilities will include:
Function as SME for Datto RMM system queries and tasks
Collaborate with vendors and third-party providers to escalate and resolve service issues
Lead advanced troubleshooting across Windows, macOS, Linux, network equipment, cloud platforms (Google Workspace, Microsoft 365), and security systems
Act as the escalation point for complex support requests from the helpdesk and junior engineers
Lead advanced troubleshooting across Windows, macOS, Linux, network equipment, cloud platforms (Google Workspace, Microsoft 365), and security systems
Implement and manage automation scripts, system optimisations, and backend improvements
Work directly with clients to scope and resolve business-critical issues and perform advanced diagnostics
Review and improve documentation, SOPs, and internal knowledge base articles
Mentor and support junior engineers through code reviews, shadowing, and coaching
Assist with infrastructure and cloud deployments, migrations, and integrations
Maintain high service levels and ensure ticket queues are managed proactively
Collaborate with vendors and third-party providers to escalate and resolve service issues
Contribute to project planning, execution, and post-implementation reviews
Ensure asset and license management processes are followed accurately
Conduct audits, compliance checks, and security initiatives
Represent the support team in technical meetings and contribute to continuous improvement strategies


Required Qualifications
Experience

5+ years in technical support or systems engineering, with at least 2 years at senior/L3 level
MSP or multi-client environment experience
Hands-on administration of Google Workspace, Microsoft 365, and an RMM platform (Datto preferred)

Technical Skills

Advanced troubleshooting across Windows, macOS, and Linux
Solid networking fundamentals (DNS, DHCP, VPN, firewalls)
Scripting/automation proficiency (PowerShell, Bash, or equivalent)
Security auditing and compliance basics

Competencies

Strong client-facing communication, especially under pressure
Comfortable mentoring junior engineers
High standard of documentation and knowledge management

Certifications (any of the following advantageous)

Google Workspace Admin · Microsoft 365 · CompTIA Network+ or Security+ · ITIL Foundatio





Work Schedule
8-hour shift
Philippine timezone, morning shift
Monday to Friday
Weekends off
Observance of Philippine holiday
Permanent Work Form Home


You’ll thrive here if you’re interested in:
The evolving world of cloud-based work (Google Workspace, Google Drive, Gmail, etc.)
Supporting small business growth (1–30 employees)
Applying technology to improve productivity and collaboration