Role Overview

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)

Tech Stack

Azure
DNS
ITSM
Jamf
MacOS
ServiceNow
TCP/IP

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

NexusTek

Open Positions (1)

Engineering

Service Desk Engineer