Service Desk Engineer

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