Service Desk Engineer

🔥 2 minutes ago

🇺🇸 United States – Remote

💵 $25 - $26 / hour

⏰ Full Time

🟢 Junior

🔧 Field Service Engineer

🚫👨‍🎓 No degree required

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NexusTek

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1996

🔒 Cybersecurity

💰 Private Equity Round on 2023-05

Cloud Services • Cybersecurity • IT Consulting

NexusTek is a managed service provider specializing in IT transformation through comprehensive cloud, cybersecurity, data, and consulting services. They focus on delivering tailored solutions that enhance business operations, security, and cost-efficiency. With expertise in hybrid cloud solutions and advanced cybersecurity measures, NexusTek empowers businesses to optimize their IT strategies for enhanced productivity and growth.

📋 Description

• Serve as the first point of contact for incidents and service requests via phone, chat, email, and ticketing system. • Provide remote technical support to multiple client environments across Windows and macOS platforms. • Troubleshoot and resolve moderately complex hardware, software, and peripheral issues. • Support Microsoft 365 environments including Exchange Online, Teams, SharePoint, and OneDrive. • Perform Exchange diagnostics including message tracing, mailbox permissions management, and mail flow analysis. • Support line-of-business applications, remote access tools, and collaboration platforms across various client infrastructures. • Diagnose and resolve workstation performance issues, operating system errors, and application conflicts. • Support MFA configuration, conditional access troubleshooting, and secure account recovery processes. • Manage device enrollment, configuration, and compliance using Microsoft Intune, Addigy, Jamf, or other RMM/MDM tools. • Assist with deployment of policies, software packages, and configuration changes across client environments. • Perform account administration within Active Directory and Entra ID, including permissions management and access troubleshooting. • Provide intermediate networking support including DNS, DHCP, VPN connectivity, and basic routing issues. • Support remote monitoring and management (RMM) platforms to proactively identify and remediate issues. • Manage a ticket queue across multiple clients while adhering to defined SLAs and response targets. • Accurately log, categorize, prioritize, and document all incidents in the PSA/ITSM platform (e.g., ConnectWise, Autotask, ServiceNow). • Perform thorough troubleshooting to identify and resolve issues before closure or reassignment. • Identify incidents requiring escalation and route them appropriately to Tier 2 or Tier 3 teams. • Review Entra ID sign-in logs and investigate suspicious login activity or account lockouts. • Assist with endpoint security tools including antivirus, EDR, and email security platforms. • Support remediation efforts following documented security procedures. • Maintain adherence to client-specific compliance requirements and data protection standards. • Deliver professional, high-quality support while representing the MSP brand. • Communicate technical findings and solutions clearly to both technical and non-technical stakeholders. • Provide timely updates on open issues and manage client expectations effectively. • Build strong working relationships with client contacts through consistent and reliable service delivery.

🎯 Requirements

• 1–3 years of experience in a service desk or Managed Service Provider (MSP) environment, with MSP experience preferred. • Strong working knowledge of Windows and macOS operating systems. • Experience supporting Microsoft 365 environments including Exchange Online administration. • Hands-on experience with Intune and/or Apple device management tools (Addigy, Jamf). • Experience with Active Directory and Entra ID administration. • Working knowledge of networking fundamentals (TCP/IP, DNS, DHCP, VPN). • Familiarity with RMM and PSA tools such as ConnectWise, Autotask, NinjaOne, or similar platforms. • Exposure to endpoint security tools and email security platforms. • One or all of the following certifications is highly desirable: CompTIA A+ and Network+, Microsoft 365 Fundamentals (MS-900), Modern Desktop Administrator Associate (MD-102), Azure Fundamentals (AZ-900), ITIL Foundation, Vendor certifications related to firewall, security, or RMM platforms (a plus)

🏖️ Benefits

• Four weeks of annual accrued PTO • Seven paid national holidays • Medical, dental, vision options • Company-paid life insurance, short and long-term disability • Voluntary benefits such as critical illness and accident • Voluntary Legal Shield and identity theft protection • Discretionary annual 401k match plan • Generous employee referral bonus plan • Employee Assistance Program • Access to over 90,000+ courses in ADP My Learning • StandOut employee engagement tools • Eligible to apply for a Pluralsight license • Eligible to apply for NexusTek Technical Academy or Leadership Academy