Senior Helpdesk Engineer

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 bonus es 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.