Service Desk Engineer (MSP) $ Offline

Schedule
Full time, Monday to Friday, 8 am to 6 pm ET
On call one week per month 24x7

About the Role
You will support end users and customer environments for an MSP. The work is focused on Microsoft 365, Windows, macOS, Intune, and SentinelOne. The role requires strong technical skills, clear communication, and the ability to work under pressure during high-volume periods.

Key Responsibilities
• Handle daily service desk tickets for Microsoft 365, Windows, and macOS
• Troubleshoot and resolve issues with Outlook, Teams, SharePoint, OneDrive
• Manage and support Intune device configuration, compliance, and app deployments
• Support antivirus and EDR activities with SentinelOne
• Perform user onboarding and offboarding
• Diagnose hardware, network, and authentication issues
• Escalate complex cases to senior engineers when needed
• Follow MSP processes, SLAs, and documentation standards
• Participate in monthly on call rotation
• Maintain accurate ticket updates and clear communication with users

Requirements
• 5+ years of experience in a service desk or IT support role
• Strong knowledge of Microsoft 365 admin and troubleshooting
• Solid experience with Windows and macOS support
• Hands on experience with Intune and endpoint management
• Working knowledge of SentinelOne or similar EDR
• Ability to work under pressure and manage multiple open issues
• English level B2 or higher
• Strong communication and customer service skills
• Reliable internet connection and ability to work remotely

Nice to Have
• Experience in MSP environments
• Knowledge of Azure AD, basic networking, Autopilot, and security best practices
• Experience creating SOPs and documentation