L1 Support Engineer

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

📋 Description

• Act as the primary point of contact for technical issues and service requests from end-users through phone, email, and ticketing systems.

• Diagnose account-related problems in Active Directory and Microsoft Entra ID, including password resets, lockouts, and updates to group memberships.

• Offer basic assistance with Microsoft 365 applications such as Outlook, Teams, SharePoint, and OneDrive.

• Utilize ServiceNow to log, monitor, and manage incidents, ensuring prompt resolution or escalation as needed.

• Assist with Microsoft 365 environments under the supervision of senior staff (e.g., mailbox permissions, license validation, Intune device enrollments).

• Refer advanced issues—such as device compliance, modifications to Conditional Access, and file migrations—to Level 2+ engineers.

• Adhere to documented Standard Operating Procedures (SOPs) and contribute to internal documentation (e.g., knowledge-base articles).

⛳️ Requirements

• Over 1 year of experience in IT Help Desk or technical support roles.

• Understanding of Active Directory, Microsoft 365, and ServiceNow (or equivalent platforms).

• Excellent communication and customer service skills.

• Capability to adhere to processes and collaborate efficiently with remote teams.

• Willingness to learn and advance in cloud administration and endpoint security.

• Proficiency in creating and maintaining documentation (e.g., KB articles).

🏝️ Benefits

• Health insurance

• Professional development