About the Role
Were seeking a Level 1 Service Desk Engineer to join a growing Managed Services Provider (MSP) environment leveraging the Kaseya stack. This role is ideal for someone who enjoys troubleshooting end-user issues, working within a structured process, and contributing to a collaborative technical support team.
You'll provide first-line technical support to clients across multiple environments, assisting with endpoint troubleshooting, user account administration, and remote monitoring through Kaseya tools.
Key Responsibilities
- Serve as the first point of contact for client technical issues via phone, email, and ticketing system.
- Monitor and respond to alerts within ConnectWise, BMS, and IT Glue.
- Perform troubleshooting for Windows OS, Microsoft 365, printers, network connectivity, and user access issues.
- Escalate complex issues to Level 2/3 engineers as needed with detailed ticket documentation.
- Maintain accurate records in the PSA and RMM systems.
- Support endpoint patching, antivirus, and backup monitoring using Kaseya tools.
- Assist in deploying onboarding scripts, profiles, and agent installs.
- Provide excellent customer service with clear communication and follow-through.
Qualifications
- 1-2 years of experience in a Service Desk or Helpdesk role, preferably within an MSP environment.
- Hands-on experience with ConnectWise, IT Glue, or similar RMM/PSA tools.
- Proficient in Windows 10/11, Microsoft 365 Administration, and Active Directory user management.
- Understanding of basic networking (DNS, DHCP, VPN, TCP/IP).
- Strong problem-solving and communication skills.
- Ability to work both independently and collaboratively in a hybrid setting.
Preferred Skills
- Familiarity with backup solutions, endpoint protection tools, and remote troubleshooting utilities.
- IT certifications such as CompTIA A+, Network+, or Microsoft 365 Fundamentals are a plus.
Why Join
- Work within a collaborative MSP team using the latest Kaseya suite.
- Flexible hybrid schedule (2 days onsite).
- Opportunity for extension or conversion to full-time based on performance.
