remote
Senior Service Desk Engineer - iTILITi Technology Partners LLC
Software Engineer
Senior Service Desk Engineer leading complex issue resolution, incident management, and continuous improvement of IT support services using ITIL best practices and cross‑functional collaboration.
About the role
Key Responsibilities
- Lead troubleshooting and resolution of high‑complexity incidents across Windows and Linux environments.
- Manage incident lifecycle in ServiceNow, ensuring accurate documentation and timely escalation.
- Collaborate with cross‑functional teams to implement process improvements and knowledge base updates.
- Provide mentorship to junior support staff and conduct training on best practices.
- Analyze incident trends to recommend proactive solutions and reduce recurrence.
Requirements
- 5+ years of experience in a senior service desk or technical support role.
- Strong knowledge of ITIL framework and incident management processes.
- Proficient with Windows, Linux, and networking fundamentals.
- Hands‑on experience with ServiceNow or similar ticketing systems.
- Excellent communication, problem‑solving, and customer‑service skills.
Skills
itillinuxservicenow