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IT Support Engineer – Service Desk / MSP Help Desk (Tier 1–2)

May 30, 2026

Job Description

Join our team as a Technical Support Agent in a highly supportive and collaborative environment. We are seeking a motivated professional who brings strong customer service skills and a commitment to delivering an exceptional support experience.

In this role, you will be responsible for providing technical assistance to external clients across a variety of computer applications and platforms, ensuring issues are handled efficiently and professionally while maintaining a high standard of service quality.

Job Responsibilities

Provide prompt and effective technical assistance via phone or email, ensuring customer service excellence and managing expectations.
Log and manage all customer-reported issues in our ticketing system.
Monitor and respond to customer inquiries, lead communication efforts, and ensure timely status updates and issue resolution.
Diagnose and resolve technical issues remotely, utilizing available resources for research.
Advise users on best practices and appropriate actions.
Follow up with customers to ensure complete resolution of issues.
Redirect or escalate problems to the appropriate internal or external resource.
Identify and escalate situations that require urgent attention.
Create and update client support documentation, knowledge base articles, and problem resolution records.

Job Qualifications

Strong verbal and written communication skills with the ability to provide excellent customer support.
Proven customer service experience with a strong understanding of support best practices and a customer-first mindset.
Strong analytical and problem-solving skills to troubleshoot and resolve IT-related issues efficiently, with the ability to identify root causes and implement effective solutions.
Ability to work independently while collaborating effectively within a fast-paced team environment, demonstrating ownership and accountability for assigned work.
Experience using help desk or ticketing systems.
Excellent time management, organizational skills, and attention to detail.
Positive attitude with the ability to adapt to changing priorities and work well with customers and team members in dynamic environments.
Working knowledge of Windows operating systems and macOS environments.
Experience supporting Active Directory, Azure Active Directory, Microsoft 365 (Office 365), and Google Workspace (G Suite).
Familiarity with VoIP systems and related technologies.
Basic desktop and end-user troubleshooting experience, including printers, scanners, and peripheral devices.
Understanding of computer networking, Wi-Fi connectivity, and network-attached devices.
Experience with HaloPSA, NinjaOne RMM, IT Glue, or Hudu is a plus.
Experience supporting WatchGuard and SonicWALL firewalls is preferred.
Familiarity with Ubiquiti switches and wireless access points is a plus.
Experience with VoIP platforms such as 3CX, FreePBX, FusionPBX, Asterisk, or Freeswitch is highly desirable.
Knowledge of cybersecurity and IT management tools such as Huntress EDR, AutoElevate, Veeam, Proofpoint, and Exclaimer is a plus.
Industry certifications such as Network+, Security+, Server+, CCNA, MCSA, or MCSE combined with relevant experience are highly valued.

Compensation Competitive pay with opportunities to earn up to $24/hour based on experience and location.

Benefits

Medical Insurance Plan
Dental & Vision
Life Insurance
Disability Coverage
Paid Time Off (starts at 15 days per year)
Maternity/Paternity Leave
Paid US Holiday
Retirement Plan
Salary Advancement/Loan
Health & Wellness Program
Company-paid training and certification
Supplemental Life Insurance (Employee-paid)
Supplemental Health Plans (Employee-paid)

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...