L1 Service Desk Engineer

This is a remote position.

Role Summary

First point of contact for client support requests. Owns initial engagement, note-taking, and resolution of well-defined issues, escalating anything beyond basic scope with clear, complete documentation. This is not a solution-design role — it's a foundation role built on accuracy, attentiveness, and impeccable documentation, with a growth path into more advanced technical work and larger client projects.

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Responsibilities

• Serve as first point of contact for client tickets and requests during shift

• Take detailed, accurate notes on every client engagement

• Resolve basic, well-defined issues independently:

• Password resets

• Printer spool restarts

• Program uninstalls/reinstalls

• Slow computer cleanup

• Perform basic administration in Office 365, Okta, and Google Workspace

• Escalate network-level and other complex requests promptly, with clear documentation of what was observed and attempted

• Monitor and respond to alerts in RMM, security, and backup platforms per runbook/escalation guidance

• Support larger initiatives (migrations, implementations, digital transformation projects) as assigned

• Maintain ticket hygiene and SLA awareness within PSA tooling

Required Skills

• Strong English proficiency (written and verbal)

• Basic Office 365, Okta, and Google Workspace administration

• Meticulous, clear note-taking and documentation habits

• Comfort learning and operating within multiple software platforms:

• RMM: NinjaOne

• PSA: Halo PSA

• Email security: Inky Advanced Email Security

• Endpoint/identity security: Huntress

• SIEM: basic log review

• Security awareness training: Huntress Security Awareness Training (curriculum review)

• Backup/DR: Druva

• Ability to follow structured escalation paths and defined troubleshooting steps

• Client-facing professionalism and communication

Qualifications

• Entry level — prior help desk, internship, or IT support exposure a plus but not required

• Willingness to learn across a broad tool set and escalate appropriately rather than attempt unfamiliar fixes