Service Desk Engineer

Accountabilities:

• Serve as the first point of contact for incidents and service requests through phone, chat, email, and ticketing platforms.
• Provide remote technical support across Windows and macOS environments for multiple client organizations.
• Troubleshoot and resolve moderately complex hardware, software, peripheral, workstation, operating system, and application issues.
• Support Microsoft 365 services including Exchange Online, Teams, SharePoint, and OneDrive, including message tracing, mailbox permissions, and mail-flow troubleshooting.
• Administer and troubleshoot user accounts, permissions, MFA, conditional access, and secure account recovery within Active Directory and Entra ID.
• Manage device enrollment, configuration, compliance, software deployment, and policy changes using tools such as Microsoft Intune, Addigy, Jamf, and other RMM/MDM platforms.
• Provide intermediate networking support involving TCP/IP, DNS, DHCP, VPN connectivity, and basic routing issues.
• Monitor and remediate issues through remote monitoring and management platforms and assist with endpoint security, antivirus, EDR, and email security solutions.
• Maintain an organized ticket queue across multiple clients, accurately logging, categorizing, prioritizing, documenting, and resolving incidents in PSA/ITSM systems.
• Troubleshoot issues thoroughly before closure and identify incidents requiring escalation to Tier 2 or Tier 3 teams.
• Review Entra ID sign-in activity and investigate suspicious logins, account lockouts, and other security-related events in accordance with established procedures.
• Maintain compliance with client-specific security, data protection, and operational requirements.
• Communicate technical findings, troubleshooting steps, resolutions, and ongoing status clearly to both technical and non-technical stakeholders.
• Manage client expectations through timely updates and dependable follow-through while building strong professional relationships.
• Deliver consistent, high-quality technical support while representing the service organization professionally.

Requirements:

• 1–3 years of experience in a service desk, technical support, or Managed Service Provider environment, with MSP experience preferred.
• Strong working knowledge of Windows and macOS operating systems.
• Hands-on experience supporting Microsoft 365 environments, particularly Exchange Online administration and troubleshooting.
• Experience with Microsoft Intune and/or Apple device management platforms such as Addigy or Jamf.
• Working knowledge of Active Directory and Entra ID administration, including permissions and access troubleshooting.
• Solid understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPN, and basic routing.
• Familiarity with RMM and PSA/ITSM platforms such as ConnectWise, Autotask, NinjaOne, ServiceNow, or comparable tools.
• Exposure to endpoint protection, EDR, antivirus, and email security platforms.
• Strong troubleshooting, analytical, prioritization, and problem-solving skills.
• Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical users.
• Ability to manage competing priorities across multiple client environments while meeting defined SLAs and response targets.
• Strong documentation habits and attention to detail.
• Customer-focused mindset with professionalism, accountability, and a collaborative approach.
• Ability to work independently in a fully remote environment while maintaining reliable communication and productivity.
• Highly desirable certifications include CompTIA A+, CompTIA Network+, Microsoft 365 Fundamentals (MS-900), Microsoft Modern Desktop Administrator Associate (MD-102), Azure Fundamentals (AZ-900), and ITIL Foundation.
• Vendor certifications related to firewalls, security, RMM, or other relevant technologies are a plus.

Benefits:

• $26.00 per hour estimated starting wage, with actual compensation potentially varying based on experience, qualifications, certifications, location, and other relevant factors.
• Full-time, 100% remote work from anywhere in the United States, with no travel required.
• Monday–Friday schedule, generally 9:00 a.m.–6:00 p.m. EDT, with some flexibility around the stated hours; training hours may differ.
• Four weeks of accrued annual paid time off.
• Seven paid national holidays.
• Medical, dental, and vision insurance options.
• Company-paid life insurance.
• Company-paid short- and long-term disability coverage.
• Voluntary critical illness, accident, legal, and identity-theft protection benefits.
• Discretionary annual 401(k) matching plan.
• Employee referral bonus opportunities.
• Employee Assistance Program.
• Access to more than 90,000 professional development courses through an online learning platform.
• Employee engagement and professional development resources.
• Eligibility to apply for Pluralsight licenses.
• Eligibility to apply for technical and leadership academy programs.
• Opportunities for continued technical training, career development, and advancement.