Service Desk Engineer

Service Desk Engineer role delivering Tier 1 technical support across multiple client environments in a fast-paced MSP setting.

Responsibilities

• Act as the first point of contact for incidents and service requests via phone, chat, email, and ticketing system.
• Provide remote troubleshooting and technical support across Windows and macOS.
• Troubleshoot and resolve moderately complex hardware, software, and peripheral issues.
• Support Microsoft 365 environments 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 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 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).
• Perform thorough troubleshooting to resolve issues before closure or reassignment.
• Identify incidents requiring escalation and route them to Tier 2 or Tier 3.
• Review Entra ID sign-in logs to 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.
• Provide professional support while representing the MSP brand, including clear communication to technical and non-technical stakeholders.
• Deliver timely updates on open issues and manage client expectations through consistent service delivery relationships.

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: Exchange Online, Teams, SharePoint, OneDrive
• Active Directory, Entra ID
• MFA, conditional access
• Intune, Addigy, Jamf
• RMM, MDM, RMM platforms
• TCP/IP, DNS, DHCP, VPN
• PSA/ITSM platform: ConnectWise, Autotask, ServiceNow
• NinjaOne
• Antivirus, EDR, email security platforms
• Exchange diagnostics: message tracing, mailbox permissions management, mail flow analysis

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: 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

Working Hours

• Service Desk coverage is 24/7; schedules are based on this coverage.
• Shift: Monday-Friday, 9:00 am to 6:00 pm ED T (may vary by an hour either way).
• During training, shift may be slightly different.

Location Requirements

• 100% remote, USA (work from home)

Pay and Benefits

• Full-time, remote position performed in the United States with no travel.
• Estimated starting wage: $26.00 per hourly (less applicable withholdings and deductions), paid on a semi-monthly basis.
• Actual offer may vary based on experience, qualifications, tenure (for existing employees), skill set, availability of qualified candidates, geographic location, certifications held, and other relevant factors.

Application Stage

• Submit your application.
• Complete the Culture Index survey: https://go.cultureindex.com/p/zACpDINuzjBrFELEr0
• Note: Completing the Culture Index survey is an application requirement; final candidates who have not completed it will not be considered for final selection.

Screening Stage

• Recruiters review each application.
• If selected, you will be contacted for an introductory screening.
• 20 min Recruiter screening to introduce you to Nexus Technologies LLC and discuss what motivates you.

Interview Stage

• 1-hour technical interview with Hiring Manager (virtual).
• 2-hour lab assessment taken from home.
• 30 min follow-up Hiring Manager interview.
• References: 3 professional references, at least one direct supervisor.
• Opportunity to request additional conversations with team members not met during the process.