Service Desk Engineer
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Job Summary
Providing Tier 1 and Tier 2 technical support remotely, the full-time Service Desk Engineer will resolve moderately complex technical issues for multiple client environments while adhering to defined SLAs and delivering exceptional customer service during the shift of Monday through Friday from 3:00 PM to Midnight PST.
Key responsibilities
- Serve as the first point of contact for incidents and service requests via various communication channels
- Troubleshoot and resolve hardware, software, and peripheral issues across Windows and macOS platforms
- Manage a ticket queue and accurately document incidents in the PSA/ITSM platform
Required qualifications
- 1-3 years of experience in a service desk or Managed Service Provider (MSP) environment
- Strong working knowledge of Windows and macOS operating systems
- Experience supporting Microsoft 365 environments, including Exchange Online administration
- Hands-on experience with Intune and/or Apple device management tools
- Familiarity with networking fundamentals, including TCP/IP, DNS, and DHCP
Complete Job Description
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