Senior Helpdesk Engineer

Yempo • USA • 5h ago

We have an exciting night shift, opportunity available for a Senior Helpdesk Engineer. Work from home or the office - you choose!

This role requires working a weekend shift (Saturday to Tuesday).

When you join Yempo, you’ll receive the following fantastic benefits:

Highly competitive salary – paid weekly!

HMO enrollment on commencement

Additional HMO dependents added each year of service

20 vacation days per year; 7 sick days

Annual performance bonuses and incentives

Annual salary reviews and increases

Free cooked rice, snacks and hot drinks

Company polo shirts provided

Fantastic, bright and cheerful open-plan work environment

Prestigious clients and highly professional and friendly co-workers

Our Client
In this role, you will be assigned to our US-based client. They have been helping small and mid-sized businesses (40–500 users) solve their IT and cybersecurity challenges for over 20 years. As a Managed Service Provider (MSP), they pride themselves on making IT simple, stress-free, and efficient. They automate, script, and document because IT should be smooth, not stressful. Their clients trust them because they invest in tools and solutions that work. Some of their favorites: Kaseya, Freshdesk, Meraki (yes, the full stack!), Addigy, Microsoft 365, Google Workspace, SentinelOne, Huntress, and more.

Your Responsibilities

Be the first point of contact for support calls and tickets through Freshdesk

Troubleshoot and resolve desktop, network, and application issues

Document every action clearly in our ticketing system

Follow SOPs and contribute to internal documentation

Deliver a professional, empathetic experience with every client interaction

Monitor tickets to ensure timely updates and SLA compliance

Be the first point of contact for support calls and tickets through Freshdesk

Troubleshoot and resolve desktop, network, and application issues

Document every action clearly in our ticketing system

Follow SOPs and contribute to internal documentation

Deliver a professional, empathetic experience with every client interaction

Monitor tickets to ensure timely updates and SLA compliance

Your Background

3+ years of helpdesk or IT support experience (MSP experience strongly preferred)

Strong knowledge of Windows 10/11 and Microsoft Office

Hands-on experience with RMM tools (Kaseya, ScreenConnect, or similar)

Microsoft 365 admin experience and SaaS troubleshooting skills

Familiarity with Active Directory basics (users, groups)

Solid grasp of networking fundamentals

Ability to explain tech clearly to non-technical people

High standards for communication, documentation, and follow-through

Fluency in written and spoken English

Experience with macOS or Google Workspace administration

Exposure to Azure, Hyper-V, or other virtualization technologies

Industry certifications (A+, Net+, Security+, MCSA, CCNA, MCSE, etc.)

Disclaimer for salary ranges. Yempo provides an indicative range of salary that we deem relevant for the advertised role. This may be adjusted for the skills and experience of the selected candidate.