Senior Help Desk Technician - M3 Networks

Key Responsibilities

• Diagnose, troubleshoot, and resolve advanced Windows Server, Linux, and networking issues for internal and external clients.
• Manage Active Directory accounts, group policies, and permissions, ensuring secure and compliant user access.
• Utilize ticketing systems (e.g., ServiceNow, Jira) to track incidents, escalations, and resolution timelines.
• Provide remote and on‑site support, including configuration, patching, and performance tuning of client systems.
• Document solutions, create knowledge base articles, and mentor junior help desk staff.

Requirements

• 5+ years of experience in a help desk or technical support role with a focus on enterprise environments.
• Proficient with Windows Server, Linux distributions, Active Directory, and networking protocols (TCP/IP, DNS, DHCP).
• Strong troubleshooting skills, ability to analyze logs, and resolve complex technical problems.
• Excellent communication skills, both written and verbal, with a customer‑centric approach.
• Experience with ticketing systems and remote support tools; certifications such as CompTIA A+, Network+, or Microsoft Certified: Azure Administrator are a plus.