Customer Support Engineer - Level 1
Core
Level 1 Customer Support Engineer providing break/fix service delivery, Microsoft systems administration, and physical security support for a managed IT and security integrator.
Role type
Level 1 Customer Support Engineer (MSP/Managed Services)
Builds
IT service tickets, system stability, and client support for managed IT and physical security clients
Domain
Managed IT Services / Physical Security Integration
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
ticket lifecycle management, endpoint troubleshooting, Microsoft 365 administration, Entra ID/Active Directory management, Windows Server support, Intune deployment, network troubleshooting (VLAN/DNS/DHCP/VPN), physical security system support, documentation, escalation management
Preferred skills
physical security platform proficiency, prior MSP experience
Technologies
Microsoft 365, Exchange Online, Teams, SharePoint, OneDrive, Entra ID, Active Directory, Windows Server, Intune, RMM, IP video surveillance, access control systems
Responsibilities
Own service tickets from intake through resolution; troubleshoot endpoint, application, identity, connectivity, and server-side issues; administer Microsoft 365 and manage identity in Entra ID/AD; deploy and troubleshoot endpoints via Intune; monitor infrastructure and respond to alerts; support physical security systems remotely; communicate status proactively to clients; maintain client documentation and knowledge base
Seniority
Mid-level, hands-on IC