Service Desk Engineer
About the job
- An Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent professional experience.
- At least 2 years of experience in a Service Desk, Help Desk, Technical Support, or Managed Services environment.
- Strong knowledge of Microsoft 365, Entra ID (Azure AD), Exchange Online, Intune, Teams, SharePoint Online, and Active Directory.
- Experience supporting Windows 11, macOS, iOS, and Android platforms.
- Working knowledge of cybersecurity concepts, including MFA, Conditional Access, endpoint protection, phishing prevention, and identity management.
- Familiarity with Azure, AWS, virtual desktop infrastructure (VDI), and SaaS application administration.
- Experience with ITSM platforms such as ConnectWise, ServiceNow, HaloPSA, Autotask, or similar systems.
- Knowledge of ITIL service management principles.
- Strong written and verbal communication skills and the ability to explain technical concepts to non-technical users.
- Familiarity with AI-powered productivity tools such as Microsoft Copilot, ChatGPT, or approved company AI platforms.
- Use AI tools to assist with troubleshooting, documentation, knowledge searches, and drafting communications while validating accuracy.
- Understanding of basic AI concepts, limitations, risks, and data privacy requirements.
- Follow company policies regarding secure and responsible use of AI technologies.
- Serve as the primary technical point of contact for the global client base, delivering support across endpoint, cloud, security, and collaboration technologies.
- Provide first- and second-level technical support, resolve incidents, fulfill service requests, and maintain customer satisfaction while supporting managed IT services.
- Use AI-enabled support tools and knowledge platforms to improve incident resolution times and service quality.
- Support Microsoft 365, Entra ID, Intune, Defender, Teams, SharePoint Online, and related cloud services.
- Assist with endpoint management, mobile device management (MDM), and device compliance monitoring.
- Respond to security-related incidents, including phishing reports, compromised accounts, malware alerts, and suspicious user activity.
- Maintain accurate documentation, knowledge base articles, standard operating procedures, and technical runbooks.
- Monitor service queues and identify trends, recurring issues, and opportunities for automation.
- Participate in onboarding and offboarding processes, including provisioning, deprovisioning, access reviews, and asset management.
- Support hybrid and remote workforce technologies, including VPN, virtual desktops, collaboration platforms, and cloud applications.
- Meet service metrics, including SLA attainment, ticket quality, first-contact resolution, and customer satisfaction goals.
- Participate in after-hours support, escalation rotations, and major incident response activities as required.
- Perform other responsibilities delegated by the Management team.
- Provide on-site technical support to system users when asked, troubleshooting issues and working directly with vendors to resolve major hardware and software problems.
- Leverage AI-generated recommendations to improve ticket resolution efficiency and customer service quality.
- Preferred certifications include CompTIA A+, Network+, Security+, ITIL Foundation, Microsoft Fundamentals, AZ-900, or equivalent.
- Experience supporting financial services, hedge funds, legal firms, or highly regulated industries is preferred.
- An Associate degree in Information Technology, Computer Science, or a related field, or equivalent professional experience.
- Experience supporting a Service Desk, Help Desk, Technical Support, or Managed Services environment for 1–3 years.
- Foundational IT certifications such as CompTIA A+, Network+, Security+, Microsoft Fundamentals, or equivalent coursework demonstrating core technical knowledge.
- Hands-on technical experience through internships, help desk roles, school IT programs, volunteer IT work, home labs, or other practical troubleshooting environments.
- Exposure to scripting, automation, or technical problem-solving through coursework, personal projects, or professional experience.
- Basic familiarity with PowerShell, Python, batch scripting, or other automation tools.
- Understanding of Microsoft Windows, Microsoft 365, Active Directory/Entra ID, endpoint management, and common business productivity applications.
- Customer service, communication, documentation, and troubleshooting skills.
- Ability to learn new technologies and adapt in a fast-paced MSP environment.
- Experience supporting Microsoft 365, Entra ID, Intune, Azure, AWS, or similar cloud platforms.
- Experience with ITSM/ticketing systems such as ConnectWise, HaloPSA, Autotask, or ServiceNow.
- Knowledge of cybersecurity fundamentals, including MFA, endpoint security, phishing awareness, and identity management.
- ITIL Foundation, Microsoft, CompTIA, or cloud certifications.
- Experience supporting financial services, legal, healthcare, or other regulated industries.
- Curiosity and willingness to learn emerging AI technologies relevant to IT support.
About the company
RFA is an AI-powered managed services provider for financial services firms. It uses the Titan AI platform to embed automation, monitoring, and analytics directly into IT operations, enabling proactive issue detection and resolution to prevent business disruptions. With 35+ years of experience and a presence in 14 locations, RFA offers managed cybersecurity, compliance, cloud, and end-user services tailored for fast-moving, highly regulated organizations. Unlike vendors that offer AI as a separate add-on, AI is built into every layer of its operations. The company aims to help client teams focus on core business priorities by keeping IT operations secure, compliant, and efficient.
Company Size
501-1,000
Company Stage
N/A
Total Funding
N/A
Headquarters
New York City, New York
Founded
N/A
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Simplify's Take
What believers are saying
- RFA launched its AI-native MSP platform on August 4, 2026.
- RFA added Managed AI Services, using Claude, ChatGPT, and Microsoft Copilot.
- Financial firms face stricter SEC, NYDFS, and DORA controls, boosting compliance demand.
What critics are saying
- Titan integration failure kills service quality and destroys RFA's financial-services reputation.
- Managed IT and cybersecurity vendors commoditize AI features, crushing pricing by 2027.
- A major breach at one fund client triggers regulator scrutiny and client churn.
What makes RFA unique
- Founded 1989, RFA specializes in alternative investment firms and regulated financial services.
- RFA runs 24/7 SOC, MDR, and vCISO services for more than 700 firms.
- Titan acquired RFA in 2025, pairing its finance expertise with governed AI agents.
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Company News
Titan, an AI holding company, raised $74 million in a funding round led by General Catalyst and acquired RFA, a managed service provider in the financial sector. Titan aims to transform IT services by integrating augmented AI with human expertise, enhancing service delivery and scalability. The acquisition of RFA will help operationalize Titan's AI platform, setting a new standard for modern MSPs by combining technical depth with strategic client partnerships.
/PRNewswire/ -- Titan, an AI holding company transforming IT Services with its augmented AI platform, announced today $74M in funding led by General Catalyst....
By: Richard Fleischman & AssociatesBehavioral Analytics and Machine Learning: These technologies enable the AiRE system to detect anomalies that could indicate potential security threats, allowing for immediate and effective responses.These technologies enable the AiRE system to detect anomalies that could indicate potential security threats, allowing for immediate and effective responses. Comprehensive Network Oversight: By integrating RFA AiRE with Seceon aiSIEM™, RFA provides end-to-end visibility across all security layers, enhancing the ability to monitor, detect, and respond to threats in real time.By integrating RFA AiRE with Seceon aiSIEM™, RFA provides end-to-end visibility across all security layers, enhancing the ability to monitor, detect, and respond to threats in real time. Flexible and Scalable Solutions: RFA's MDR services are designed to be scalable, accommodating the growth of financial firms and the evolving landscape of cybersecurity threats.ContactGeorge Ralph***@rfa.com George RalphEnd--- RFA is solidifying its position as a leader in cybersecurity for the financial industry with its innovative Managed Detection and Response (MDR) services. These services are integral to RFA's ongoing mission to deliver real-time, comprehensive cybersecurity solutions that protect against known and emerging threats. Utilizing the power of AiRE (Automated Incident Response Engine) and the advanced analytics of Seceon aiSIEM™, RFA provides a dynamic defense mechanism tailored to the demanding security needs of financial institutions."Our focus is on enhancing our clients' cybersecurity postures with proactive threat management and real-time response capabilities,"stated George Ralph, Managing Director at RFA. "Our MDR services, powered by AiRE and supplemented by Seceon aiSIEM™, are specifically designed to address the sophisticated threats faced by today's financial sector, ensuring continuous protection and compliance."The core of RFA's MDR services is the ability to dynamically respond to threats as they occur, minimizing potential impacts and providing clients with peace of mind
NEW YORK - March 31, 2025 - PRLog -- Proactive Cybersecurity Management with AiRE and Seceon aiSIEM™[UK, 12/1/2024] - RFA reaffirms its commitment to providing reliable Managed Detection and Response (MDR) services to the financial sector, underpinned by its sophisticated AiRE (Automated Incident Response Engine) and Seceon aiSIEM™ technologies.These tools are central to RFA's strategy of offering continuous, AI-driven threat intelligence and real-time anomaly detection, ensuring that financial institutions can safeguard their operations against an increasingly complex array of cybersecurity threats."RFA's MDR services are designed to offer more than just defense against cyber threats; they provide a comprehensive, intelligent security management solution that adapts to each client's unique needs," said George Ralph, Managing Director at RFA. The AiRE platform utilizes advanced behavioral analytics and machine learning to enhance threat detection and response across multiple network and identity management frameworks, ensuring robust security 24/7/365.The integration of Seceon aiSIEM™ with RFA's AiRE aims to enhance the capabilities of Managed Service Providers (MSPs) to deploy potent MDR services efficiently without needing heavy investment in physical infrastructure. This synergy enables a more adaptive, intelligent management of security information and event monitoring, offering clients a seamless security experience that is comprehensive and compliant with regulatory standards."By continuously advancing our MDR services, RFA ensures that our financial clients are equipped to face current and emerging cybersecurity challenges," added Ralph. "Our proactive, AI-enhanced systems are crucial in a landscape where rapid response and ongoing vigilance are key to maintaining security integrity."RFA's MDR services are an essential component of the cybersecurity strategy for financial institutions looking to enhance their operational resilience and protect their critical assets. For more information about how RFA can enhance your firm's cybersecurity posture, visit our website (https://rfa.com/contact/)