Level I Service Desk Engineer

Position Summary

We are seeking a customer-focused Level I Service Desk Engineer to join our Managed Services team. This role serves as the first point of contact for our clients, providing exceptional technical support while ensuring tickets are resolved efficiently and professionally.

In addition to handling Level I service requests, this position will play a key role in user onboarding, workstation provisioning, Microsoft 365 administration, and device deployment, ensuring new employees and client environments are prepared for success.

The ideal candidate enjoys solving problems, communicating with end users, and continuously learning new technologies within a fast-paced MSP environment.

What You'll Do

Service Desk Support

• Provide first-line technical support via phone, email, chat, and remote support tools.
• Troubleshoot and resolve Level I incidents while meeting established SLAs.
• Escalate complex technical issues to Level II or Level III engineers when appropriate.
• Maintain accurate documentation of all troubleshooting steps, resolutions, and client communications.
• Deliver outstanding customer service while managing multiple priorities.

User Provisioning & Onboarding

• Create, modify, and disable user accounts within Microsoft 365 and Active Directory.
• Provision laptops, desktops, mobile devices, and peripherals.
• Configure Windows workstations according to company standards.
• Install and configure approved business applications.
• Prepare equipment for new employee onboarding.
• Coordinate onboarding and offboarding activities with client contacts.

Microsoft 365 Administration

• Manage Exchange Online mailboxes.
• Reset passwords and unlock accounts.
• Configure Multi-Factor Authentication (MFA).
• Manage Microsoft Teams users and licenses.
• Assign Microsoft 365 licenses.
• Troubleshoot Outlook connectivity and authentication issues.

Endpoint Management

• Enroll devices into endpoint management platforms.
• Configure security policies.
• Install updates and approved software.
• Assist with endpoint compliance.
• Monitor endpoint health and alerting.

Documentation

• Maintain accurate asset information.
• Update client documentation.
• Create knowledge base articles.
• Follow documented Standard Operating Procedures (SOPs).

Technical Qualifications

Required

• 1 3 years of IT support experience (MSP experience preferred).
• Strong understanding of Windows 10/11.
• Basic Active Directory administration.
• Microsoft 365 administration experience.
• Experience supporting Outlook and Microsoft Office.
• Basic networking knowledge (DNS, DHCP, TCP/IP).
• Remote support experience.
• Excellent troubleshooting skills.
• Strong written and verbal communication.

Preferred

• MSP experience.
• Azure AD / Microsoft Entra ID.
• Intune experience.
• RMM platforms (Datto RMM, NinjaOne, ConnectWise Automate, N-able, etc.).
• PSA experience (ConnectWise Manage, HaloPSA, Autotask, etc.).
• Basic PowerShell knowledge.
• CompTIA A+, Network+, or Microsoft certifications.