Service Desk Engineer

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

📋 Description

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

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

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

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

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

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

• Identify and rectify workstation performance issues, operating system errors, and application conflicts.

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

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

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

• 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 issues.

• Utilize RMM platforms to proactively identify and resolve issues.

• Handle a multi-client ticket queue while adhering to SLAs and response targets.

• Log, categorize, prioritize, and document incidents in PSA/ITSM platforms such as ConnectWise, Autotask, or ServiceNow.

• Troubleshoot issues prior to closure or reassignment, escalating incidents to Tier 2 or Tier 3 teams as necessary.

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

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

• Support remediation efforts in accordance with established security procedures.

• Ensure compliance with client-specific data protection standards.

• Provide professional technical support while communicating solutions to both technical and non-technical stakeholders.

• Offer timely issue updates, manage client expectations, and cultivate strong client relationships.

⛳️ Requirements

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

• Strong knowledge of Windows and macOS operating systems.

• Experience providing support for Microsoft 365 environments, particularly in Exchange Online administration.

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

• Knowledge of Active Directory and Entra ID administration.

• Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, and VPN.

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

• Exposure to endpoint security tools and email security platforms.

• Completion of the Culture Index survey is necessary for application consideration.

• Three professional references are required, including at least one direct supervisor.

• One or more of the following certifications are highly desirable: CompTIA A+, CompTIA Network+, Microsoft 365 Fundamentals (MS-900), Modern Desktop Administrator Associate (MD-102), Azure Fundamentals (AZ-900), ITIL Foundation, or vendor certifications related to firewall, security, or RMM platforms.

🏝️ Benefits

• Four weeks of accrued PTO each year.

• Seven paid national holidays.

• Options for medical, dental, and vision coverage.

• Company-paid life insurance.

• Company-paid short- and long-term disability coverage.

• Voluntary critical illness and accident benefits.

• Voluntary LegalShield and identity theft protection.

• Discretionary annual 401(k) match plan.

• Generous employee referral bonus plan.

• Employee Assistance Program.

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

• StandOut employee engagement tools.

• Eligible to apply for a Pluralsight license.

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