Service Desk Engineer

NexusTek is seeking a Service Desk Engineer to deliver Tier 1 frontline support in a fast-paced managed services environment. This remote role supports multiple client environments, handling moderately complex incidents and service requests while meeting SLA and documentation expectations within a 24/7 service desk model.

You will be the first response point for incoming tickets and requests, working across Windows and macOS systems and supporting Microsoft 365 services such as Exchange Online, Teams, SharePoint, and OneDrive. The primary shift is 9:00 am to 6:00 pm (M T), with training schedules that may vary slightly.

What you’ll do

• Act as the first point of contact for incidents and service requests via phone, chat, email, and the ticketing system.
• Provide remote technical support across multiple client environments running Windows and macOS.
• Troubleshoot and resolve moderately complex hardware, software, and peripheral issues.
• Support Microsoft 365 including Exchange Online, Teams, SharePoint, and OneDrive.
• Perform Exchange diagnostics such as message tracing, mailbox permissions management, and mail flow analysis.
• Support line-of-business applications, remote access tools, and collaboration platforms across client infrastructures.
• Diagnose and resolve workstation performance issues, operating system errors, and application conflicts.
• Assist with MFA configuration, conditional access troubleshooting, and secure account recovery processes.
• Manage device enrollment, configuration, and compliance using Microsoft Intune, Addigy, Jamf, or other RMM/MDM tools.
• Assist with deployments of policies, software packages, and configuration changes across client environments.
• Perform account administration in Active Directory and Entra ID, including permissions management and access troubleshooting.
• Provide intermediate networking support including DNS, DHCP, VPN connectivity, and basic routing issues.
• Use RMM platforms to proactively identify and remediate issues.
• Manage a ticket queue across multiple clients while adhering to defined SLAs and response targets.
• Accurately log, categorize, prioritize, and document incidents in a PSA/ITSM platform such as ConnectWise, Autotask, or ServiceNow.
• Thoroughly troubleshoot to resolve issues before closure or reassignment, and escalate items to Tier 2 or Tier 3 as needed.
• Review Entra ID sign-in logs to investigate suspicious login activity or account lockouts.
• Assist with endpoint security tools (antivirus, EDR, and email security platforms) and support remediation following documented security procedures.
• Maintain adherence to client-specific compliance requirements and data protection standards.
• Represent the MSP brand through professional, high-quality support; communicate findings clearly to technical and non-technical stakeholders; provide timely updates and manage expectations with client contacts.

What you bring

• 1–3 years of experience in a service desk or Managed Service Provider (MSP) environment (MSP experience preferred).
• Strong working knowledge of Windows and macOS operating systems.
• Experience supporting Microsoft 365 with Exchange Online administration.
• Hands-on experience with Intune and/or Apple device management tools (Addigy, Jamf).
• Experience with Active Directory and Entra ID administration.
• Working knowledge of networking fundamentals including TCP/IP, DNS, DHCP, and VPN.
• Familiarity with RMM and PSA tools such as ConnectWise, Autotask, NinjaOne, or similar platforms.
• Exposure to endpoint security tools and email security platforms.

Technologies you’ll work with

Windows, macOS, Microsoft 365, Exchange Online, Teams, SharePoint, OneDrive, Active Directory, Entra ID, Microsoft Intune, Addigy, Jamf, RMM/MDM tools, ConnectWise, Autotask, ServiceNow, NinjaOne, PSA/ITSM platform, MFA, conditional access, Exchange diagnostics (message tracing, mail flow analysis), DNS, DHCP, VPN, TCP/IP, remote access tools, collaboration platforms, EDR, antivirus, and email security platforms.

Work schedule and location

• 24/7 service desk coverage with schedules based on coverage needs.
• Primary shift: 9:00 am to 6:00 pm (M T), with potential variation of about an hour.
• During training, the shift may differ slightly.
• 100% remote with work from home across the USA; no travel.

Pay

• Estimated starting wage range: $25.00 to $30.00 hourly.
• Paid on a semi-monthly basis.
• Full-time role performed remotely in the United States.

Benefits

• Four weeks of annual accrued PTO.
• Seven paid national holidays.
• Medical, dental, vision options.
• Company-paid life insurance, short and long-term disability.
• Voluntary benefits including critical illness and accident.
• Voluntary Legal Shield and identity theft protection.
• Discretionary annual 401k match plan.
• Generous employee referral bonus plan.
• Employee Assistance Program.
• Access to over 90,000+ courses in ADP My Learning.
• StandOut employee engagement tools.
• Eligible to apply for a Pluralsight license.
• Eligible to apply for NexusTek Technical Academy or Leadership Academy.

Certifications (highly desirable)

• CompTIA A+ and Network+
• Microsoft 365 Fundamentals (MS-900)
• Modern Desktop Administrator Associate (MD-102)
• Azure Fundamentals (AZ-900)
• ITIL Foundation
• Vendor certifications related to firewall, security, or RMM platforms (a plus)

Interview process

• Application stage: submit application and complete the Culture Index survey at https://go.cultureindex.com/p/zACpDINuzjBrFELEr0 (completion is required; final candidates who do not complete it will not be considered for final selection).
• Screening stage: recruiters review applications and contact selected candidates for an introductory screening.
• 20-minute recruiter screening (virtual).
• Technical interview stage: one-hour technical interview with the Hiring Manager (virtual).
• Two-hour lab assessment taken from home.
• 30-minute follow-up Hiring Manager interview.
• References: 3 professional references, at least one direct supervisor.
• You may request additional conversations with team members you did not meet during the process.

Additional information

• NexusTek participates in E-Verify for all US employees.
• CMMC Approved: 2026.04.20
• All communications with NexusTek professionals will only be sent from an @nexustek.com or ADP email address and never from gmail.com, yahoo.com, or other commercial email services.