Full-Time (40 hrs/week)
Remote
Salary:
USD $XX
(Depending on experience and technical skill level)
Job Overview:
We are a growing US-based Managed Service Provider looking for a dependable Level 1 Support Engineer to join our Service & Support team. This role is ideal for someone with strong IT fundamentals, excellent communication skills, and experience supporting users in a fast-paced help desk or MSP environment.
You will be responsible for handling Level 1 support tickets, assisting clients remotely, documenting work accurately, and escalating issues when appropriate. This is a long-term position with opportunities for growth.
Responsibilities:
1. Provide Level 1 technical support via ticketing system, phone, and remote tools
2. Troubleshoot hardware, software, and basic network issues
3. Accurately document tickets, time entries, and resolutions
4. Support Microsoft 365 (Outlook, Office apps, basic admin tasks)
5. Set up, configure, and troubleshoot Windows workstations
6. Perform basic Windows Server tasks (user accounts, permissions, backups)
7. Handle VPN connectivity, antivirus, and backup-related requests
8. Follow SOPs while applying good troubleshooting judgment
9. Assist senior engineers with escalations and small projects
10. Communicate clearly with clients, including ETA updates
Required Skills & Experience:
1. 1–3 years of IT support or Help Desk experience (MSP experience preferred)
2. Strong knowledge of Windows desktop operating systems
3. Basic Windows Server administration experience
4. Experience supporting Microsoft 365 environments
5. Understanding of networking fundamentals (TCP/IP, DNS, VPN, WiFi)
6. Familiarity with firewalls (SonicWall, Netgear, Linksys, or similar)
7. Experience with backup systems and antivirus solutions
8. Strong ticket documentation and time management skills
Soft Skills:
1. Excellent written and spoken English
2. Calm and professional under pressure
3. Detail-oriented with strong follow-through
4. Self-motivated and able to work independently
5. Team player who knows when to escalate issues
6. Enjoys helping users and solving problems
Nice to Have (Not Required):
1. IT certifications (Network+, Microsoft, CCNA, etc.)
2. Azure AD / Entra ID familiarity
3. Experience working in an MSP environment
4. Familiarity with backup and disaster recovery tools
What We Offer:
1. Competitive pay based on experience.
2. 100% Remote Work (aligned to U.S. Pacific Time)
3. Professional growth & certification opportunities
4. Supportive, collaborative environment driven by our core values
Stable, long-term engagement.
5. Clear expectations and structured workflows
6. Opportunity to grow into Level 2 / senior support roles
7. Supportive and professional team environment
What We Value Most
– Availability & Accountability – We need someone who is consistently available during working hours, manages time independently, and takes responsibility for results.
– Technology & Infrastructure Stability – A stable power and internet setup is critical. Candidates must have backup plans in place to ensure connectivity during outages.