Service Desk Engineer

Working hours Service Desk is a 24/7 team and schedules are based on this coverage. Shift is 9:00 am to 6:00 pm M T (time may vary by an hour either way). During your training period, shift may be slightly different . Location requirements 100% remote, USA – work from home Why this job is exciting The Service Desk Technician provides Tier 1 frontline technical support to multiple client environments. This role supports a wide range of technologies across diverse industries and is responsible for resolving moderately complex technical issues while delivering exceptional customer service. The ideal candidate thrives in a fast-paced MSP environment, can manage competing priorities, and maintains strong documentation and communication standards. You Know How To: - Serve as the first point of contact for incidents and service requests via phone, chat, email, and ticketing system. - Provide remote technical support to multiple client environments across Windows and macOS platforms. - Troubleshoot and resolve moderately complex hardware, software, and peripheral issues. - Support Microsoft 365 environments including Exchange Online, Teams, SharePoint, and OneDrive. - Perform Exchange diagnostics including message tracing, mailbox permissions management, and mail flow analysis. - Support line-of-business applications, remote access tools, and collaboration platforms across various client infrastructures. - Diagnose and resolve workstation performance issues, operating system errors, and application conflicts. - Support MFA configuration, conditional access troubleshooting, and secure account recovery processes. - Manage device enrollment, configuration, and compliance using Microsoft Intune, Addigy, Jamf, or other RMM/MDM tools. - Assist with deployment of policies, software packages, and configuration changes across client environments. - Perform account administration within Active Directory and Entra ID, including permissions management and access troubleshooting. - Provide intermediate networking support including DNS, DHCP, VPN connectivity, and basic routing issues. - Support remote monitoring and management (RMM) platforms to proactively identify and remediate issues. - Manage a ticket queue across multiple clients while adhering to defined SLAs and response targets. - Accurately log, categorize, prioritize, and document all incidents in the PSA/ITSM platform (e.g., ConnectWise, Autotask, ServiceNow). - Perform thorough troubleshooting to identify and resolve issues before closure or reassignment. - Identify incidents requiring escalation and route them appropriately to Tier 2 or Tier 3 teams. - Review Entra ID sign-in logs and investigate suspicious login activity or account lockouts. - Assist with endpoint security tools including antivirus, EDR, and email security platforms. - Support remediation efforts following documented security procedures. - Maintain adherence to client-specific compliance requirements and data protection standards. - Deliver professional, high-quality support while representing the MSP brand. - Communicate technical findings and solutions clearly to both technical and non-technical stakeholders. - Provide timely updates on open issues and manage client expectations effectively. - Build strong working relationships with client contacts through consistent and reliable service delivery. Knowledge/Experience: - 1–3 years of experience in a service desk or Managed Service Provider (MSP) environment, with MSP experience preferred. - Strong working knowledge of Windows and macOS operating systems. - Experience supporting Microsoft 365 environments including Exchange Online administration. - Hands-on experience with Intune and/or Apple device management tools (Addigy, Jamf). - Experience with Active Directory and Entra ID administration. - Working knowledge of networking fundamentals (TCP/IP, DNS, DHCP, VPN). - Familiarity with RMM and PSA tools such as ConnectWis