Senior Helpdesk Engineer

**Duties and Responsibilities:** - Resolve customers' technical issues by providing real-time support via phone, chat, and email for clients across the United States. - Daily management of customer backups through Veeam and Datto BDR platforms, including monitoring, scheduling, and error resolution. - Remote diagnosis and resolution of support requests utilizing Ninja RMM. - Deploy and maintain endpoint protection across the customer base using Blackpoint and Defender for Business as needs arise. - Support desktops, laptops, mobile devices, printers, and other peripherals both remotely and on-site. - Administer Windows domain environments including Active Directory, Group Policy (GPO), DNS, and user account management. - Remotely support VPN configurations, network connectivity issues, and endpoint devices using Ninja RMM and other remote tools. - Document all end-user interactions, time entries, and resolutions accurately in ConnectWise Manage. --- **Skills Required:** - Willingness to learn and commit to our core toolset including ConnectWise Manage, Ninja RMM, Blackpoint, Veeam, Datto, and Microsoft 365. - Ability to take ownership of customer AV, backup monitoring, backup schedules, error reporting, and problem resolution. - CompTIA A+, Network+, or Microsoft certifications preferred but not required. - Solid foundational knowledge of Windows operating systems, networking, and cloud platforms. - Working knowledge of Active Directory, Group Policy, DNS, DHCP, Microsoft Exchange/M365, and related services. - Familiarity with managed networking equipment (Sophos, Cisco, Meraki, Ubiquiti) and a strong understanding of network fundamentals. - Experience with Microsoft 365 administration including Exchange Online, SharePoint, Teams, and Intune is a strong plus. - Proactive, self-motivated, and able to work effectively under pressure. - Strong customer service orientation with clear and professional communication skills. - Able to work both independently and collaboratively within a team environment. - Strong analytical and problem-solving skills with the ability to balance technical and business priorities. - Fluent in English, both written and verbal. --- **Available Hours:** - Must be available to work 9am- 6pm PT. - Monday through Friday availability required.