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 ticketing systems.

• Deliver remote technical assistance to various client environments on Windows and macOS platforms.

• Diagnose and resolve moderately complex issues related to hardware, software, and peripherals.

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

• Conduct Exchange diagnostics, such as message tracing, mailbox permissions management, and mail flow analysis.

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

• Identify and resolve workstation performance challenges, operating system errors, and application conflicts.

• Support MFA configuration, troubleshoot conditional access, and manage secure account recovery processes.

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

• Help with the deployment of policies, software packages, and configuration alterations across client environments.

• Manage account administration within Active Directory and Entra ID, including permissions management and access troubleshooting.

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

• Support remote monitoring and management (RMM) platforms to proactively detect and resolve issues.

• Manage a ticket queue for multiple clients while adhering to established SLAs and response targets.

• Accurately log, categorize, prioritize, and document all incidents within the PSA/ITSM platform (e.g., ConnectWise, Autotask, ServiceNow).

• Conduct thorough troubleshooting to identify and resolve issues prior to closure or reassignment.

• Recognize incidents that require escalation and appropriately route them to Tier 2 or Tier 3 teams.

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

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

• Support remediation efforts following established security protocols.

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

• Provide professional, high-quality support while upholding the MSP brand.

• Clearly communicate technical findings and solutions to both technical and non-technical stakeholders.

• Provide timely updates on ongoing issues and manage client expectations effectively.

• Build strong relationships with client contacts through consistent and reliable service delivery.

⛳️ Requirements

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

• Strong understanding of Windows and macOS operating systems.

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

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

• Familiarity with Active Directory and Entra ID administration.

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

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

• Exposure to endpoint security tools and email security solutions.

• 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, or vendor certifications related to firewalls, security, or RMM platforms (a plus).

🏝️ Benefits

• Four weeks of accrued PTO annually.

• Seven paid national holidays.

• Options for medical, dental, and vision coverage.

• Company-paid life insurance, along with 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.

• Employee Assistance Program.

• Access to over 90,000 courses in ADP My Learning.

• StandOut employee engagement tools.

• Eligibility to apply for a Pluralsight license.

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