Service Desk Engineer

Working hours

Service Desk is a 24/7 team and schedules are based on this coverage.

Shift is 10:00 am to 7:00 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 ConnectWi