Service Desk Engineer
Core
Provide first-line technical support and IT administration for internal and external clients via phone and ticketing systems.
Role type
Level 1 Service Desk Engineer
Builds
IT support services for end-users
Domain
IT Support / Managed Services
Deliverable
client delivery
Required skills
Windows desktop troubleshooting, Microsoft 365 administration, basic networking (TCP/IP, DNS, DHCP, Wi-Fi, VPN), ticketing system management, user account management, remote support tools usage, IT security policy adherence
Preferred skills
MSP environment experience, ConnectWise/Autotask familiarity, Azure/Intune/Entra ID exposure, backup and endpoint security concepts
Technologies
Windows, macOS, Office 365, ConnectWise, Autotask, IT Glue, TeamViewer, RMM, Screen Connect, Active Directory, Microsoft 365, Azure, Intune, Entra ID
Responsibilities
Answer and log Level 1 IT issues via phone and ticketing system; troubleshoot hardware, software, and basic network issues; manage user accounts and access requests; escalate complex issues with detailed notes; update knowledge base documentation; assist with client onboarding/offboarding; monitor and report security risks.
Seniority
Junior, hands-on IC