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 enterprise clients
Domain
IT Infrastructure / Helpdesk
Deliverable
client delivery
Required skills
troubleshooting Windows/macOS desktops, Microsoft 365 administration, basic networking (TCP/IP, DNS, DHCP, Wi-Fi, VPN), ticketing system management, user account management, remote support tools usage
Preferred skills
Active Directory administration, Microsoft 365 admin tasks, Azure/Intune/Entra ID familiarity, MSP environment experience, ConnectWise/Autotask exposure, backup/endpoint security concepts
Technologies
Windows, macOS, Office 365, Microsoft 365, Active Directory, Azure, Intune, Entra ID, ConnectWise, Autotask, ticketing systems
Responsibilities
Answer and log incidents via phone and ticketing system; troubleshoot hardware/software/network issues; manage user accounts and access requests; escalate complex issues with detailed notes; maintain documentation and follow knowledge base; assist with client onboarding/offboarding; adhere to IT security policies.
Seniority
Junior, 0-2 years experience
