L1 Service Desk Engineer – APAC

This is a fully remote position, open to applicants in Canada.

📋 Description

• Act as the initial point of contact for client tickets and requests during your shift.

• Take comprehensive and precise notes on each client interaction.

• Independently resolve straightforward, well-defined issues, including password resets, printer spool restarts, program uninstalls/reinstalls, and slow computer cleanups.

• Conduct basic administration tasks in Office 365, Okta, and Google Workspace.

• Promptly escalate network-level and other complex requests, ensuring clear documentation of observations and attempted actions.

• Monitor and respond to alerts in RMM, security, and backup platforms in accordance with runbook and escalation procedures.

• Assist with larger initiatives such as migrations, implementations, and digital transformation projects as assigned.

• Maintain ticket hygiene and awareness of SLA within PSA tools.

⛳️ Requirements

• Strong proficiency in English, both written and verbal.

• Basic administration skills in Office 365, Okta, and Google Workspace.

• Attention to detail with clear note-taking and documentation practices.

• Comfortable learning and using multiple software platforms.

• Experience or willingness to utilize NinjaOne RMM.

• Experience or willingness to utilize Halo PSA.

• Familiarity with Inky Advanced Email Security.

• Familiarity with Huntress endpoint and identity security.

• Basic experience in SIEM log review.

• Familiarity with reviewing the Huntress Security Awareness Training curriculum.

• Familiarity with Druva Backup/DR.

• Ability to adhere to structured escalation paths and defined troubleshooting procedures.

• Professionalism and communication skills in a client-facing environment.

• Entry-level help desk, internship, or IT support experience is beneficial but not mandatory.

• Willingness to learn across a wide range of tools and escalate issues appropriately instead of attempting unfamiliar fixes.

• Reliable attendance for the designated weekend shift schedule.

🏝️ Benefits

• Opportunities for ongoing learning and development.

• Pathway for advancement into L2 responsibilities and greater ownership of client accounts.

• Exposure to networking, security operations, and project work.

• Chance to participate in migrations, implementations, and digital transformation projects.

• Collaborate with a diverse array of clients, including startups, SMEs, and Fortune 500 companies.