1st Line Service Desk Engineer FTC
Core
First-line IT support engineer providing incident management, troubleshooting, and system monitoring for clients via phone, email, and ticketing systems.
Role type
1st Line Service Desk Engineer
Builds
Resolved incidents and maintained client connectivity
Domain
IT Service Management / MSP
Deliverable
client delivery
Required skills
Windows/Mac OS support, Microsoft 365/Intune/Autopilot, basic networking (TCP/IP/DNS/DHCP), remote support tools, ticketing systems, AVD/Citrix, printer/peripheral troubleshooting
Preferred skills
CompTIA A+, ITIL Foundation, MSP environment experience
Technologies
Windows, Mac OS, Microsoft Office 365, Intune, Autopilot, SharePoint, HP Aruba, SilverPeak, Arista, VeloCloud, Juniper Mist, Fortinet, Infoblox, Cisco Meraki, LogicMonitor, Citrix, AVD
Responsibilities
Log, categorize, and prioritize incidents; provide first-line investigation and diagnosis; escalate complex issues; monitor client systems; maintain accurate records; assist clients with hardware/software troubleshooting; create technical documentation.
Seniority
Entry-level to Junior, hands-on IC