Service Desk Engineer
Core
Provide first-line technical support and IT administration for internal and external clients via phone and ticketing systems.
Role type
Service Desk Engineer (Level 1 IT Support)
Builds
IT support services for end-users
Domain
IT Services / Managed Services
Deliverable
client delivery
Required skills
Level 1 troubleshooting, ticket management, user account administration, desktop support, basic networking, remote support tools
Preferred skills
MSP environment experience, Microsoft 365 administration, Azure/Intune familiarity, industry certifications
Technologies
ConnectWise, Autotask, IT Glue, TeamViewer, RMM, Screen Connect, Active Directory, Microsoft 365, Windows, macOS, Office 365
Responsibilities
Answer and log Level 1 IT incidents via phone and ticketing system; troubleshoot user accounts, desktop hardware/software, and basic network issues; escalate complex issues with detailed notes; maintain SLA compliance; update knowledge base documentation; assist with user onboarding/offboarding.
Seniority
Junior, entry-level IC
