Service Desk Technician 1
Posted Updated
Summary
Frontline service desk engineer (Managed Services Engineer 1) at a managed services provider, resolving customer support tickets, documenting procedures, and installing/configuring workstations and software. Requires troubleshooting across Windows, MacOS, Microsoft 365, and networking; long-term work-from-home with a permanent night shift.
SUMMARY
As a Managed Services Engineer 1, you are a frontline, customer-centric engineer supporting our customers’ technology programs on the Service Desk. Success is measured by your ability to resolve tickets timely with high customer satisfaction, as well as supporting your team in the success of departmental goals. This role requires strong teamwork, organizational skills, and a dedication to quality customer service. Flexibility to adapt to changing priorities is crucial.
JOB RESPONSIBILITIES
- Serve as a frontline engineer to our customer base by answering incoming calls, resolving issues to ensure productivity.
- Document standard operating procedures and customer technical details, following documentation guidelines, and submit detailed notes accounting for customer interactions within the ticketing/documentation system.
- Constantly focus on delighting all customers by maintaining high standards of service.
- Install, test, and configure new workstations, peripheral equipment, and software, ensuring high performance and efficiency.
- Communicate with customers in a friendly and empathetic manner.
- Participate in a weekly on-call rotation to support the team, ensuring availability for after-hours support and urgent client needs.
- Adhere to all standard operating procedures and policies.
- Other tasks as customer and business needs evolve.
QUALIFICATIONS
- 2+ years of technical support experience in a Managed Services Provider setting.
- A+ certification or demonstrated equivalent skills.
- Demonstrated analytical thinking skills and troubleshooting skills.
- Ability to prioritize based on issue criticality.
- Strong documentation skills for both users and internal staff.
- Competent Skills in:
- Windows Desktop troubleshooting
- Office application troubleshooting
- MacOS troubleshooting
- DNS/DHCP troubleshooting and administration
- Printer/Scanner troubleshooting
- General networking troubleshooting
- Troubleshooting storage solutions
- Microsoft 365, Google Workspace, and Remote Desktop Services
- Introductory Skills in:
- Android/iOS administration and troubleshooting
- Entra (Azure)
- WAN/LAN networking, including routing, switching, security, and load balancing
- Nice to Have:
- Network+ certification.
- Microsoft Entra and Intune.
- Familiarity with MSP tools such as PSA, RMM, MDM, and network monitoring.
- Strong customer service orientation with a patient and empathetic approach to resolving user issues.
- Excellent self-starter with critical thinking abilities.
- Effective time and task management.
- Strong organizational and interpersonal skills, with the ability to communicate technical scenarios in common terms.
- Adaptability to rapidly changing priorities.
- Positive attitude and a proactive approach to problem-solving.
JOB REQUIREMENTS
- Should be willing to accept a long-term work-from-home arrangement
- Should be amenable to a permanent night shift schedule