Analyst, Enterprise Service Desk (FS)

SUMMARY

We are seeking an L1 MSP Engineer to provide first-line technical support to multiple US-based clients in a Managed Services Provider (MSP) environment. The role is responsible for monitoring, troubleshooting, documenting, and resolving day-to-day IT issues across end-user devices, Microsoft 365, applications, accounts, and basic network connectivity.

The ideal candidate has strong customer service and troubleshooting skills, follows IT support procedures consistently, and knows when to escalate issues to L2/L3 engineers.

JOB RESPONSIBILITIES

·       Provide L1 technical support to users across multiple US-based client environments.

·       Receive, triage, troubleshoot, and resolve incidents and service requests through the MSP ticketing system.

·       Handle approximately 10–15 tickets per day, depending on client volume and priority.

·       Troubleshoot Windows and macOS desktops, laptops, peripherals, printers, and common business applications.

·       Support Microsoft 365, including Outlook, Exchange Online, Teams, OneDrive, SharePoint, and basic administration.

·       Assist with user account and access issues, including password resets, MFA, account lockouts, and basic Microsoft Entra ID/Azure AD troubleshooting.

·       Troubleshoot common email issues such as delivery failures, mailbox configuration, Outlook connectivity, and spam-related problems.

·       Perform basic network troubleshooting, including TCP/IP, DNS, DHCP, Wi-Fi, VPN, and connectivity issues.

·       Understand and troubleshoot basic email DNS records, including MX, SPF, DKIM, and DMARC.

·       Provide basic support for security tools such as MFA, endpoint protection, antivirus, and web filtering.

·       Perform remote desktop support and guide users through technical troubleshooting.

·       Monitor alerts and notifications from MSP monitoring and management tools and take appropriate action.

·       Document troubleshooting steps, resolution details, and user interactions accurately in the ticketing system.

·       Follow established SOPs, escalation procedures, SLAs, and client-specific processes.

·       Identify recurring incidents and escalate potential underlying issues to L2/L3 engineers.

·       Escalate complex technical issues to the appropriate L2/L3, Network, Systems, Security, or Vendor teams.

·       Maintain a professional and customer-focused approach when supporting end users.

·       Participate in scheduled shifts, including US business hours or after-hours coverage as required.

QUALIFICATIONS

·       5+ years of experience in IT Helpdesk, Service Desk, Desktop Support, Technical Support, or MSP support.

·       Experience supporting US-based clients or users is highly preferred.

·       Strong troubleshooting skills across Windows, Microsoft 365, endpoints, and basic networking.

·       Working knowledge of Microsoft 365 and Active Directory/Entra ID.

·       Basic understanding of networking concepts such as DNS, DHCP, TCP/IP, VPN, and Wi-Fi.

·       Experience working with a ticketing/PSA system and meeting ticket SLAs.

·       Ability to prioritize incidents based on urgency, impact, and client requirements.

·       Strong written and verbal communication skills.

·       Customer-service-oriented mindset.

·       Ability to work independently while knowing when and how to escalate technical issues.

JOB REQUIREMENTS

·       Should be willing to accept a long-term work-from-home arrangement.

·       Should be amenable to a permanent night shift schedule.