L1 Service Desk Engineer

Role Summary

First point of contact for client support requests. Owns initial engagement, note-taking, and resolution of well-defined issues, escalating anything beyond basic scope with clear, complete documentation. This is not a solution-design role — it's a foundation role built on accuracy, attentiveness, and impeccable documentation, with a growth path into more advanced technical work and larger client projects.

Responsibilities

• Serve as first point of contact for client tickets and requests during shift
  
• Take detailed, accurate notes on every client engagement
  
• Resolve basic, well-defined issues independently:
  • Password resets
    
  • Printer spool restarts
    
  • Program uninstalls/reinstalls
    
  • Slow computer cleanup
    
• Perform basic administration in Office 365, Okta, and Google Workspace
  
• Escalate network-level and other complex requests promptly, with clear documentation of what was observed and attempted
  
• Monitor and respond to alerts in RMM, security, and backup platforms per runbook/escalation guidance
  
• Support larger initiatives (migrations, implementations, digital transformation projects) as assigned
  
• Maintain ticket hygiene and SLA awareness within PSA tooling
  

Required Skills

• Strong English proficiency (written and verbal)
  
• Basic Office 365, Okta, and Google Workspace administration
  
• Meticulous, clear note-taking and documentation habits
  
• Comfort learning and operating within multiple software platforms:
  • RMM: NinjaOne
    
  • PSA: Halo PSA
    
  • Email security: Inky Advanced Email Security
    
  • Endpoint/identity security: Huntress
    
  • SIEM: basic log review
    
  • Security awareness training: Huntress Security Awareness Training (curriculum review)
    
  • Backup/DR: Druva
    
• Ability to follow structured escalation paths and defined troubleshooting steps
  
• Client-facing professionalism and communication
  

Qualifications

• Entry level — prior help desk, internship, or IT support exposure a plus but not required
  
• Willingness to learn across a broad tool set and escalate appropriately rather than attempt unfamiliar fixes
  
• Reliable attendance for the defined weekend shift schedule
  

Growth Path

This role is designed as an entry point into the MSP technical track. High performers gain exposure to networking, security operations, and project work, with a path toward L2 responsibilities and deeper ownership of client accounts.