L1 Service Desk Engineer (MSP)

We are looking for an L1 Service Desk Engineer to join our MSP team and support SMB customers across the USA.

This role is ideal for someone with previous IT support experience who enjoys troubleshooting, helping users, and working in MSP environments.

You will be responsible for handling day-to-day support requests, troubleshooting Microsoft environments, supporting end users, escalating issues when needed, and helping maintain high service quality across multiple customer environments.
 

Requirements

• 2+ years of IT support experience
• Previous MSP experience preferred
• Strong English communication skills
• Ability to work EST business hours
• Good troubleshooting and analytical skills
• Comfortable managing multiple tickets and priorities
• Ability to work independently in remote environment
• Customer-focused mindset
• Experience supporting SMB customers preferred
   

Technical Requirements

• Windows 10/11 troubleshooting
• Microsoft 365 administration
• Entra ID (Azure AD)
• Password resets and user management
• Exchange Online support
• Microsoft Teams support
• Basic Intune support
• VPN troubleshooting
• Basic networking troubleshooting
• Printer and peripheral troubleshooting
• Basic Active Directory knowledge
• Datto RMM experience preferred
• Basic cybersecurity awareness
   

Nice to Have

• Autotask PSA
• ITGlue
• Huntress
• Apple/macOS support
• PowerShell basics
• Microsoft certifications
   

Responsibilities

• Provide day-to-day technical support to end users
• Handle incoming tickets, alerts, and service requests
• Troubleshoot Microsoft 365 and Windows issues
• Support onboarding and offboarding activities
• Assist with workstation setup and deployment
• Escalate complex issues to L2/L3 engineers
• Maintain proper ticket documentation and time entries
• Support proactive maintenance and monitoring activities
• Follow internal SOPs and security standards
• Communicate clearly with customers and internal teams
   

What We Expect

• MSP mindset and customer-first attitude
• Ownership mentality
• Ability to stay organized while managing multiple tickets/customers
• Strong communication and documentation habits
• Reliability and accountability
• High attention to detail
• Willingness to learn and grow technically
   

Work Conditions

• Fully remote
• B2B contract
• EST timezone overlap required
• Long-term cooperation
• Competitive compensation based on experience
   

Required skills experience

Microsoft 365 - 3 years
Customer Support - 2 years
Windows Support - 2 years
Networking - 1 year
Microsoft Intune - 2 year
 

Required languages

English - B2 Upper Intermediate
 

About Hypershift

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