L1 Support Engineer
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Job Description
L1 Help Desk Technician providing first-line support for Microsoft 365 and IT user issues in a fast-paced MSP environment.
Responsibilities:
- Serve as the initial point of contact for end-user technical issues and service requests via phone, email, and ticketing systems.
- Troubleshoot account issues in Active Directory and Microsoft Entra ID, including password resets, lockouts, and group membership updates.
- Provide basic support for Microsoft 365 applications such as Outlook, Teams, SharePoint, and OneDrive.
- Use ServiceNow to log, track, and manage incidents, ensuring timely resolution or escalation.
- Support Microsoft 365 environments under the guidance of senior staff (e.g., mailbox permissions, license verification, Intune device enrollments).
- Escalate advanced issues—such as device compliance, Conditional Access modifications, and file migrations—to L2+ engineers.
- Follow documented SOPs and contribute to internal documentation (e.g., knowledge-base articles).
Requirements:
- 1+ year of IT Help Desk or technical support experience.
- Familiarity with Active Directory, Microsoft 365, and ServiceNow (or similar platforms).
- Strong communication and customer service skills.
- Ability to follow processes and collaborate effectively with remote teams.
- Eagerness to learn and grow in cloud administration and endpoint security.
- Ability to create and maintain documentation (e.g., KB articles).
Benefits:
- Health insurance
- Professional development
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