Service Desk Engineer

NexusTek is a Managed Service Provider seeking a Service Desk Engineer to provide Tier 1 technical support to various client environments. The role involves troubleshooting hardware and software issues, supporting Microsoft 365 environments, and maintaining high standards of customer service.

Responsibilities:

• 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
• 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
• 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)