MSP Service Desk Engineer
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Job Description
Tier 1 Service Desk Engineer providing end-user support for client environments. Resolving issues and ensuring smooth operations with a focus on customer service.
Responsibilities:
- serve as a primary point of contact for client support requests, delivering Tier 1 resolution while maintaining excellent, professional customer service
- partner with account managers and senior leads to support high-availability, reliable service delivery across client environments
- actively monitor client environments, driving both proactive maintenance and rapid reactive issue resolution
- support core service delivery projects, including hardware deployments, software rollouts, cloud migrations (e.g., Microsoft 365 / Google Workspace), data processing, and network upgrades
- participate in root cause analysis (RCA) on recurring incidents, applying documented fixes and escalating systemic issues to senior engineers for permanent resolution
- develop and maintain technical documentation, standard operating procedures (SOPs), and knowledge base articles to streamline team workflows
- follow the defined escalation matrix, handing off issues that exceed Tier 1 scope to senior engineers with full context and history
- collaborate across teams to remove technical barriers, improve automation, and keep daily operations running at optimal capacity
- meet or exceed defined SLA response and resolution targets across all assigned work
- provide Tier 1 support for Windows and macOS workstations — imaging, provisioning, OS and firmware patching, driver conflicts, peripheral and printer setup, and performance troubleshooting
- administer end-user accounts across Active Directory, Microsoft Entra ID (Azure AD), and Google Workspace
- execute user lifecycle workflows: onboarding provisioning, offboarding deprovisioning, and hardware refresh, following documented checklists
- manage and troubleshoot endpoints through RMM and MDM platforms (e.g., NinjaRMM, Intune, Mosyle, Jumpcloud)
- install, configure, and troubleshoot business applications and productivity suites (Microsoft 365, Google Workspace, browsers, VPN clients, and line-of-business apps)
- resolve connectivity issues across Wi-Fi, VPN, DNS, and the local network for end-user devices
- triage endpoint security alerts (EDR/antivirus, phishing reports) and remediate or escalate per playbook
- verify backup completion and endpoint health, flagging anomalies for remediation
- support mobile devices under MDM enrollment (iOS/Android), including email, MFA, and app configuration
- log every client interaction as a ticket in the PSA/ticketing platform
- create tickets with accurate categorization and clear issue summaries
- maintain ticket hygiene throughout the lifecycle, keeping status, ownership, and next-action fields current at all times
- record all troubleshooting steps, findings, and time entries in real time
- provide timely, professional client communication within SLA-defined intervals
- escalate stalled or out-of-scope tickets promptly with a full history
- confirm resolution with the end user before closing
Requirements:
- 1–3 years of experience in customer-facing IT support and helpdesk operations
- 1+ year of experience within a Managed Service Provider (MSP) environment
- strong customer-service orientation and the ability to work within a ticket-driven, SLA-based environment
- conflict resolution and interpersonal skills
- hands-on experience with a PSA/ticketing system and an RMM tool
- working knowledge of Microsoft 365 and Google Workspace administration; familiarity with Active Directory / Microsoft Entra ID
- comfortable supporting both Windows and macOS workstations in a business environment
- solid understanding of client/server technology, network fundamentals, email management, virtualization, shared storage, and remote access
- practical awareness of business continuity and disaster recovery protocols
- ITIL Foundation certified or familiar with IT service-management best practices, policies, and compliance
- strong analytical, critical-thinking, and problem-solving skills with sharp attention to detail
- exceptional English verbal and written communication skills
- fully functional and up-to-date computer
- willing to install next-generation endpoint protection on that computer
- current resident of the Philippines
- willing to work US Pacific time zone hours (8:00 AM – 5:00 PM PST)
Benefits:
- flexible schedules
- ability to balance home life with work-life
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