IT Support Engineer (Service Desk)
Core
First and second point of contact for clients, resolving day-to-day IT issues remotely and on-site.
Role type
Service Desk IT Support Engineer
Builds
Secure, reliable IT services for small and medium organizations
Domain
Managed IT Services (MSP)
Deliverable
client delivery
Required skills
Microsoft 365 administration, Windows troubleshooting, networking fundamentals, security concepts, user account management, ticket resolution, documentation
Preferred skills
MSP experience, Microsoft certifications (MS-900, AZ-900), SC-900, MD-102
Technologies
Microsoft 365, Windows, Autotask, IT Glue, N-able, Azure
Responsibilities
Responding to and resolving support tickets via phone, email, and remote session; Troubleshooting Microsoft 365, Windows desktops, and common business apps; Managing user administration including password resets and account setup; Onboarding and offboarding client staff; Actioning security items like verifying phishing emails and applying firewall changes; Managing SSL certificate and DNS record renewals; Supporting backup, patching, and monitoring tools; Documenting solutions and procedures; Escalating complex issues to senior engineers
Seniority
Junior to Mid-level, hands-on IC