Service Desk Engineer

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

📋 Description

• Act as the primary point of contact for incidents and service requests through phone, chat, email, and a ticketing system.

• Deliver remote technical support across various client environments on Windows and macOS platforms.

• Diagnose and solve moderately complex issues related to hardware, software, peripherals, workstation performance, operating systems, and applications.

• Provide support for Microsoft 365 environments, including Exchange Online, Teams, SharePoint, and OneDrive.

• Conduct Exchange diagnostics, which involve message tracing, managing mailbox permissions, and analyzing mail flow.

• Assist with line-of-business applications, remote access tools, and collaboration platforms.

• Support multi-factor authentication (MFA) setup, troubleshoot conditional access, and facilitate secure account recovery.

• Oversee device enrollment, configuration, and compliance utilizing Microsoft Intune, Addigy, Jamf, or other RMM/MDM tools.

• Aid in deploying policies, software packages, and configuration changes.

• Manage account administration within Active Directory and Entra ID.

• Provide intermediate networking support, including DNS, DHCP, VPN connectivity, and basic routing.

• Utilize RMM platforms to proactively identify and resolve issues.

• Maintain a multi-client ticket queue while adhering to service level agreements (SLAs) and response targets.

• Record, categorize, prioritize, and document incidents in PSA/ITSM platforms.

• Troubleshoot issues prior to resolution or reassignment and escalate incidents to Tier 2 or Tier 3 teams when necessary.

• Review sign-in logs in Entra ID and investigate any suspicious login activities or account lockouts.

• Assist with endpoint security tools, antivirus, EDR, and email security platforms.

• Ensure compliance with client-specific requirements and data protection standards.

• Communicate technical findings and solutions effectively to both technical and non-technical stakeholders.

• Provide updates on open issues and manage client expectations accordingly.

• Foster strong working relationships with client contacts.

• Work a scheduled shift from 10:00 a.m. to 7:00 p.m. Monday and Tuesday within a 24/7 service desk, with potential variations during the training period.

⛳️ Requirements

• 1 to 3 years of experience in a service desk or Managed Service Provider (MSP) environment, with preference given to those with MSP experience.

• Proficient working knowledge of Windows and macOS operating systems.

• Experience in supporting Microsoft 365 environments, including Exchange Online administration.

• Hands-on experience with Intune and/or Apple device management tools (Addigy, Jamf).

• Experience in administering Active Directory and Entra ID.

• Understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN).

• Familiarity with RMM and PSA tools such as ConnectWise, Autotask, NinjaOne, or similar platforms.

• Exposure to endpoint security tools and email security platforms is beneficial.

• One or more of the following certifications is highly desirable: CompTIA A+ and Network+; Microsoft 365 Fundamentals (MS-900); Modern Desktop Administrator Associate (MD-102); Azure Fundamentals (AZ-900); ITIL Foundation.

• Vendor certifications related to firewall, security, or RMM platforms are a plus.

• Completion of the Culture Index survey is a requirement for application.

• Final candidates are required to provide three professional references, including at least one direct supervisor.

• Must be authorized to work in the United States, as NexusTek participates in E-Verify for all US employees.

🏝️ Benefits

• Four weeks of accrued paid time off (PTO) annually.

• Seven paid national holidays.

• Options for medical, dental, and vision coverage.

• Company-paid life insurance as well as short and long-term disability benefits.

• Voluntary benefits including critical illness and accident coverage.

• Voluntary Legal Shield and identity theft protection services.

• Discretionary annual 401k matching plan.

• Generous employee referral bonus program.

• Access to an Employee Assistance Program.

• Opportunity to access over 90,000+ courses through ADP My Learning.

• Utilization of StandOut employee engagement tools.

• Eligibility to apply for a Pluralsight license.

• Eligibility to apply for NexusTek Technical Academy or Leadership Academy.

• No travel required for this position.