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Senior Helpdesk Engineer at Yempo. Location Information: USA. 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.