Senior Service Desk Specialist – Network Operations

Job Title: Senior Service Desk Specialist – Network Operations

Type: Full-Time, Remote

Working Hours: Mondays - Fridays 8:00 am - 5:00 pm EST

Compensation:  $1,500 - $2500 USD per month (salary based on assessment)

About the Company:

Our client is a leading  Managed Services Provider (MSP) delivering innovative IT solutions and services. Our focus is on helping organizations transform their IT environments, improve business operations, and enhance security. Join our dynamic team and be part of a company that's driving technological advancement and delivering exceptional value to its clients.  

About the Role

We are looking for a hands-on Senior Service Desk Specialist – Network Operations with strong experience in PC and server administration, network configuration, and Office 365 user management. This role requires direct involvement in troubleshooting and maintaining systems—not reliant on escalation to other departments—and the ability to manage complex technical issues in a fast-paced environment.

Key Responsibilities

• Provide end-to-end technical support for desktops, servers, and network systems

• Configure, maintain, and troubleshoot Windows and/or Mac workstations

• Manage and support Active Directory (users, groups, permissions, GPOs)

• Administer Office 365 environment (Exchange Online, Teams, licensing, mailbox permissions)

• Troubleshoot and resolve escalated technical issues across systems and networks

• Configure and support LAN/WAN, routers, switches, firewalls, and VPN connections

• Handle TCP/IP, DNS, and DHCP configuration and troubleshooting

• Install, update, and maintain software on user machines

• Support network-integrated systems such as printers and directory services

• Work with wireless access points and network peripherals

• Monitor system performance using network monitoring tools

• Manage and resolve tickets through platforms like ServiceNow, Jira, or Zendesk

Requirements

• 3–5 years of experience in a Service Desk or Technical Support role

• Proven experience handling escalated technical issues independently

• Experience working in a Managed Services Provider (MSP) environment is highly preferred

• Strong hands-on experience in:

  • PC and server administration and support

  • Network configuration and troubleshooting (direct involvement required)

  • Office 365 administration (beyond basic usage)

• Solid understanding of:

  • Active Directory and Group Policy Objects (GPOs)

  • LAN/WAN networking, routing & switching

  • Firewalls (e.g., Cisco, Juniper)

  • VPN and remote access technologies

• Experience with network monitoring tools (e.g., SolarWinds, PRTG, Wireshark)

• Familiarity with ticketing systems (e.g., ServiceNow, Jira, Zendesk)

• Hands-on experience with network hardware and infrastructure

• Relevant certifications (e.g., Microsoft, Cisco, CompTIA) are a plus

What Success Looks Like

• Able to independently troubleshoot and resolve complex technical issues

• Demonstrates strong ownership without over-reliance on escalation

• Maintains high system uptime and user satisfaction

• Proactively identifies and resolves infrastructure risks

#LI-NC1