Senior IT Service Desk Engineer (Remote)

ezCater is the leading food for work technology company in the US, connecting anyone who needs food for their workplace to over 100,000 restaurants nationwide. They are looking for a Senior IT Service Desk Engineer to support and empower business units by ensuring a smooth technology experience and enhancing employee satisfaction through effective service desk operations.

Responsibilities:

• Triage and prioritize requests for service desk tickets ensuring that the business users have clarity and transparency into the process for resolution
• Monitor a Tier two queue for ticket escalations and work with IT Operations to prioritize projects within Jira
• Identify trends in client inquiries and recommend innovative solutions to better the employee experience
• Troubleshooting network connectivity issues in our Meraki & Fortigate environment
• Onboard and offboard employees via Okta and other internal tools
• Assemble, install, upgrade and configure new computing resources, including hardware, software, and applications in a Mac and Windows environment
• Monitor and make recommendations for improving department and team SLA’s
• Ensure that workstations are proactively maintained and patched and align with ezCater security policy
• Support on-site and remote company meetings
• Train, mentor, and coach junior members of the IT Service Desk on department policies and procedures
• Lead and participate in projects within IT and across the organization
• Conduct day one new hire training of ezCater employees

Requirements:

• Strong interpersonal skills
• Great communication skills (written, verbal, and presentation)
• Experience in providing support for an endpoint fleet of Mac & Windows via JAMF & NinjaOne
• Supported Google Apps (Google Workspace) environment
• Supported modern enterprise SaaS platforms (Slack, Okta, Google, Zoom, O365, etc.)
• Experience administering Atlassian products (JIRA/Confluence)
• Working knowledge of Zoom Room Video Conferencing
• Flexibility in working hours generally from 9am-5:30pm local time and part of an off hours on-call rotation
• Ability to work from the Boston office 1-3 days per week
• Able to lift/move desktops & monitors
• A passion for solving technical problems and a desire to help others
• A friendly and outgoing personality
• An ability to conceptualize and implement new solutions that improve the experience of our employees and the IT team members that support them
• An ability to own the resolution of reported issues through to completion
• Strong attention to detail