Service Desk Engineer

Nexus Technologies LLC is hiring a Service Desk Engineer to provide Tier 1, frontline technical support in a fast-paced MSP environment. The role focuses on resolving moderately complex hardware, software, and Microsoft 365 issues while maintaining high standards of customer service across multiple client environments.

Key Responsibilities

• Act as the first point of contact for incidents and service requests through phone, chat, email, and a ticketing system.
• Deliver remote technical support across client environments running Windows and macOS.
• Troubleshoot and resolve moderately complex hardware, software, and peripheral issues.
• Support Microsoft 365 services, 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 varying client infrastructures.
• Diagnose workstation performance problems, operating system errors, and application conflicts.
• Support 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 deploying 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 multi-client ticket queue in alignment with defined SLAs and response targets.
• Log, categorize, prioritize, and document incidents accurately in a PSA/ITSM platform such as ConnectWise, Autotask, or ServiceNow.
• Troubleshoot thoroughly to resolve issues before closure or reassignment.
• Identify issues that require escalation and route them to Tier 2 or Tier 3 teams.
• Review Entra ID sign-in logs to investigate suspicious login activity or account lockouts.
• Assist with endpoint security tooling including antivirus, EDR, and email security platforms.
• Support remediation efforts following documented security procedures.
• Maintain adherence to client-specific compliance requirements and data protection standards.
• Represent the MSP brand through professional, high-quality customer support.
• Communicate technical findings and solutions clearly to both technical and non-technical stakeholders.
• Provide timely updates on open issues while managing client expectations through consistent service delivery.

Required Qualifications

• 1–3 years of experience in a service desk or Managed Service Provider (MSP) environment, with MSP experience preferred.
• Strong working knowledge of Windows and macOS.
• Experience supporting Microsoft 365 environments, including Exchange Online administration.
• Hands-on experience with Intune and/or Apple device management tools such as Addigy or 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.

Technology Stack

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

Location and Work Arrangement

• Remote (100%) within the USA, working from home.
• No travel required.

Working Hours

• Service Desk coverage is 24/7, with schedules based on coverage requirements.
• Shift details: Monday to Friday, 9:00 am to 6:00 pm ED T (shift timing may vary by up to an hour).
• During the training period, the shift may be slightly different.

Compensation and Paid Time Off

• Full-time role in the United States, performed remotely.
• $26.00 hourly (subject to applicable withholdings and deductions), paid on a semi-monthly basis.
• Starting wage range estimate may vary based on experience, qualifications, tenure (for existing employees), skill set, candidate availability, geographic location, certifications, and other criteria determined by the Company.
• Four weeks of annual accrued PTO.
• Seven paid national holidays.

Benefits

• Medical, dental, vision options.
• Company-paid life insurance, short-term 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 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.

Application Process

• Submit your application.
• Complete the Culture Index survey: https://go.cultureindex.com/p/zACpDINuzjBrFELEr0.
• Survey completion is an application requirement; final candidates who do not complete the survey will not be considered for final selection.

Screening and Interview Stages

• Recruiter screening: 20 minutes to introduce you to NexusTek and discuss what motivates you.
• Technical interview: one hour with the Hiring Manager (virtual).
• Lab assessment: two hours, taken from home.
• Follow-up technical discussion: 30 minutes with the Hiring Manager.
• References: three professional references, with at least one direct supervisor.
• You may request additional conversations with team members you did not meet during the process.