Service Desk Engineer

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $26 / hour

⏰ Full Time

🟢 Junior

👷🏻‍♀️ 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 • 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 • Perform account administration within Active Directory and Entra ID • Provide intermediate networking support, including DNS, DHCP, VPN connectivity, and basic routing issues • Support RMM platforms to proactively identify and remediate issues • Manage a ticket queue across multiple clients while adhering to SLAs and response targets • Log, categorize, prioritize, and document incidents in PSA/ITSM platforms such as ConnectWise, Autotask, and ServiceNow • Perform thorough troubleshooting before issue closure or reassignment • Escalate incidents 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 support while representing the MSP brand • Communicate technical findings and solutions to technical and non-technical stakeholders • Provide timely updates and manage client expectations • Build working relationships with client contacts through reliable service delivery • Work Monday–Friday, generally 9:00 a.m.–6:00 p.m. EDT, with schedule variation during training or as coverage requires

🎯 Requirements

• 1–3 years of experience in a service desk or Managed Service Provider (MSP) environment • 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 • Culture Index survey completion required • Three professional references, including at least one direct supervisor • One or all of the following certifications highly desirable: CompTIA A+, Network+, Microsoft 365 Fundamentals (MS-900), Modern Desktop Administrator Associate (MD-102), Azure Fundamentals (AZ-900), ITIL Foundation, or vendor certifications related to firewall, security, or RMM platforms • Must be a US employee; NexusTek participates in E-Verify for all US Employees

🏖️ 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