Service Desk Engineer

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Service Desk Engineer based in the United States. This is a fully remote technical support role serving as a Tier 1 frontline resource across multiple client environments. You will troubleshoot a broad range of hardware, software, endpoint, identity, networking, and Microsoft 365 issues. The position offers exposure to diverse technologies and industries within a fast-paced Managed Service Provider environment. You will balance technical problem-solving with responsive, professional communication and strong customer service. Success requires disciplined ticket management, thorough documentation, effective prioritization, and the ability to meet service-level targets. You will also gain hands-on experience with modern cloud, security, endpoint management, RMM, and ITSM technologies. This role is well suited to a technically curious support professional who enjoys variety, learning, and solving problems for multiple clients. Serve as the first point of contact for incidents and service requests through phone, chat, email, and ticketing platforms. Provide remote technical support across Windows and macOS environments for multiple client organizations. Troubleshoot and resolve moderately complex hardware, software, peripheral, workstation, operating system, and application issues. Support Microsoft 365 services including Exchange Online, Teams, SharePoint, and OneDrive, including message tracing, mailbox permissions, and mail-flow troubleshooting. Administer and troubleshoot user accounts, permissions, MFA, conditional access, and secure account recovery within Active Directory and Entra ID. Manage device enrollment, configuration, compliance, software deployment, and policy changes using tools such as Microsoft Intune, Addigy, Jamf, and other RMM/MDM platforms. Provide intermediate networking support involving TCP/IP, DNS, DHCP, VPN connectivity, and basic routing issues. Monitor and remediate issues through remote monitoring and management platforms and assist with endpoint security, antivirus, EDR, and email security solutions. Maintain an organized ticket queue across multiple clients, accurately logging, categorizing, prioritizing, documenting, and resolving incidents in PSA/ITSM systems. Troubleshoot issues thoroughly before closure and identify incidents requiring escalation to Tier 2 or Tier 3 teams. Review Entra ID sign-in activity and investigate suspicious logins, account lockouts, and other security-related events in accordance with established procedures. Maintain compliance with client-specific security, data protection, and operational requirements. Communicate technical findings, troubleshooting steps, resolutions, and ongoing status clearly to both technical and non-technical stakeholders. Manage client expectations through timely updates and dependable follow-through while building strong professional relationships. Deliver consistent, high-quality technical support while representing the service organization professionally. Requirements: 1–3 years of experience in a service desk, technical support, or Managed Service Provider environment, with MSP experience preferred. Strong working knowledge of Windows and macOS operating systems. Hands-on experience supporting Microsoft 365 environments, particularly Exchange Online administration and troubleshooting. Experience with Microsoft Intune and/or Apple device management platforms such as Addigy or Jamf. Working knowledge of Active Directory and Entra ID administration, including permissions and access troubleshooting. Solid understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPN, and basic routing. Familiarity with RMM and PSA/ITSM platforms such as ConnectWise, Autotask, NinjaOne, ServiceNow, or comparable tools. Exposure to endpoint protection, EDR, antivirus, and email security platforms. Strong troubleshooting, ana