ITSM Engineer

Why We Stand Out

Seeking a new challenge where your professional and personal aspirations are not only possible but supported? Kaufman Rossin might be just the place for you!

Think you have what it takes?

Combines two disciplines: hands-on Tier 2/3 technical support for KR staff, and the administration, optimization, and continuous improvement of KR's ITSM platform and service delivery processes. Resolves complex issues Tier 1 cannot, owns the SolarWinds Service Desk platform, drives ITIL process maturity, and works as a direct peer partner with KR's US IT leadership team to bring best practices, structure, and measurable improvement to how IT serves the firm. Communication skills are core to this role — not a soft requirement.

How You’ll Contribute:

ITSM Platform — SolarWinds Service Desk

• Own administration and configuration — technician accounts, queues, escalation rules, SLA policies, notification workflows
• Build and optimize service catalog — request forms, approval workflows, fulfillment automation Configure automation rules — trigger-based workflows, auto-assignment, SLA breach alerts, ticket routing
• Design reporting dashboards — ticket volume, SLA compliance, first-call resolution, MTTR, backlog trends
• Manage asset management module — current records, device lifecycle, software inventory
• Evaluate and implement new SolarWinds capabilities — gap analysis vs. best practice with effort/benefit proposals

ITIL Process Management & Continuous Improvement

• Own ITIL practices — Incident, Request, Problem, Change, and Knowledge Management
• Lead Incident Management — major incident triage, user communication, post-incident reviews, lessons learned
• Drive Problem Management — recurring incident analysis, structured root cause analysis, permanent fix proposals
• Own Change Management — change calendar, CAB reviews, documented approval and testing before production
• Build and maintain IT knowledge base — create, review, and retire articles based on ticket data
• Define and track SLA/KPI targets — regular performance reports, service improvement initiatives with measurable outcomes
• Champion CSI mindset — structured improvement cycles, coaching team on ITIL in practical terms

Tier 2 / Tier 3 Technical Support

• Resolve complex M365 issues — Exchange mail flow, Teams telephony, SharePoint, OneDrive, Entra ID conditional access and MFA
• Troubleshoot advanced endpoint issues — Windows/macOS, Intune policy conflicts, software deployment, VPN access
• Handle advanced identity issues — SSO failures, Entra ID authentication, group policy conflicts
• Manage escalated vendor support cases — technical documentation, diagnostic data, resolution tracking
• Coordinate with infrastructure and security teams during major incidents — service desk representative in war rooms

US IT Team Partnership

• Peer partner with KR's South Florida IT leadership — contribute to planning, share operational observations, participate in strategy conversations
• Communicate proactively across time zones — US colleagues never learn of issues through user complaints
• Produce regular service desk performance summaries — ticket trends, SLA performance, top issues, improvement recommendations
• Bring ITIL and industry best practices to the team — be the "how should we handle this properly?" resource

What Skills You’ll Bring:

• 3–5 years IT support and ITSM experience — Tier 2 or above plus ITSM platform administration
• SolarWinds Service Desk administration preferred; BMC Helix, Freshservice, Jira SM, or ServiceNow accepted with willingness to certify
• ITIL Foundation certification — mandatory
• M365 administration — Exchange Online, Teams, SharePoint, Intune, Entra ID — Tier 2/3 depth
• Networking fundamentals — TCP/IP, DNS, DHCP, VPN
• Excellent written and spoken English for stakeholder communication, technical documentation, and vendor interactions
• ITIL Intermediate/4 and SolarWinds certification preferred