Service Desk Engineer
Core
Provide first-line technical support via phone and ticketing system for Level 1 IT issues, troubleshooting hardware, software, and basic network problems for end-users.
Role type
Service Desk Engineer (Level 1 IT Support)
Builds
IT support services for clients and internal users
Domain
IT Infrastructure / Helpdesk
Deliverable
client delivery
Required skills
Windows/macOS troubleshooting, Microsoft 365 administration, basic networking (TCP/IP, DNS, DHCP, Wi-Fi, VPN), ticketing system management, user account management, remote support tools, Active Directory basics
Preferred skills
MSP environment experience, ConnectWise/Autotask familiarity, Azure/Intune/Entra ID exposure, backup/security concepts, industry certifications (CompTIA A+, ITIL, Microsoft Fundamentals)
Technologies
Windows, macOS, Office 365, Active Directory, Microsoft 365, ConnectWise, Autotask, Azure, Intune, Entra ID
Responsibilities
Answer and log incidents via phone and ticketing system; troubleshoot desktop/laptop hardware and software; manage user accounts (passwords, access); resolve basic network issues; escalate complex issues with detailed notes; maintain documentation and follow knowledge base; assist with user onboarding/offboarding; adhere to security policies and report risks.
Seniority
Junior, 0-2 years experience
