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Service Desk Engineer

NexusTek Remote 🇺🇸 Remote

Remote

Today

$25 - $30/hr Full time Active Directory Addigy Cloud Platforms

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Job Description

NexusTek is hiring a Service Desk Engineer for remote Tier 1 frontline support across multiple client environments in a fast-paced MSP setting.

Responsibilities

Serve as the first point of contact for incidents and service requests via phone, chat, email, and ticketing system
Provide remote technical support across Windows and macOS client environments
Troubleshoot and resolve moderately complex hardware, software, and peripheral issues
Support Microsoft 365 including Exchange Online, Teams, SharePoint, and OneDrive
Perform Exchange diagnostics such as message tracing, mailbox permissions management, and mail flow analysis
Support line-of-business applications, remote access tools, and collaboration platforms across 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 deployments of policies, software packages, and configuration changes
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 incidents in the PSA/ITSM platform (e.g., ConnectWise, Autotask, ServiceNow)
Conduct thorough troubleshooting to resolve issues before closure or reassignment
Identify incidents requiring escalation and route to Tier 2 or Tier 3 teams
Review Entra ID sign-in logs for suspicious login activity or account lockouts
Assist with endpoint security tooling 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
Represent the MSP brand by delivering professional, high-quality support
Communicate technical findings clearly to technical and non-technical stakeholders
Provide timely updates on open issues and manage client expectations through consistent service delivery

Requirements

1–3 years of experience in a service desk or Managed Service Provider (MSP) environment (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

Technologies

Windows, macOS
Microsoft 365 (Teams, SharePoint, OneDrive), Exchange Online
Active Directory, Entra ID
Microsoft Intune, Addigy, Jamf
RMM/MDM tools, RMM platforms
ConnectWise, Autotask, ServiceNow, NinjaOne
PSA/ITSM platform, ticketing
MFA, conditional access
Exchange diagnostics (message tracing, mail flow analysis)
DNS, DHCP, VPN, TCP/IP
Remote access tools, collaboration platforms
EDR, antivirus, email security platforms

Working Hours

Service Desk operates as a 24/7 team with schedules based on coverage
Listed shift: 9:00 am to 6:00 pm (M T); time may vary by approximately an hour either way
During training, shift may be slightly different

Location

100% remote, USA (work from home)

Pay and Benefits

Full-time role in the United States with remote work and no travel
Estimated starting wage: $25.00 to $30.00 hourly, paid on a semi-monthly basis
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: 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 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

Certifications

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 (plus)

Interview Process

Application stage
- Submit your application
- Complete the Culture Index survey (application requirement): https://go.cultureindex.com/p/zACpDINuzjBrFELEr0
- Final candidates who do not complete the survey will not be considered for final selection
Screening stage
- Recruiter screening for selected applicants
- 20 min recruiter screening (virtual) to introduce NexusTek and get to know what motivates you
Interview stage
- One-hour technical interview with the Hiring Manager (virtual)
- Two-hour lab assessment taken from your home
- 30 min follow-up Hiring Manager interview
References
- 3 professional references, at least one direct supervisor
Additional conversations may be requested with team members not met during the process

Other

NexusTek participates in E-Verify for all US employees
CMMC Approved: 2026.04.20
Communications from NexusTek professionals will come only from @nexustek.com or ADP email addresses, not Gmail, Yahoo, or other commercial email services

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