L1/L2 Service Desk Engineer – MSP / Onsite Support

Position Summary

We are seeking a customer-focused L1/L2 Service Desk Engineer to provide remote and onsite technical support to clients in a fast-paced Managed Service Provider (MSP) environment.

This position combines traditional service desk responsibilities with regular onsite client visits. The ideal candidate is comfortable troubleshooting remotely but can also walk into a client environment, professionally represent the MSP, diagnose issues hands-on, and work independently when needed.

Reliable transportation and the ability to travel to client locations are required.

Key Responsibilities

• Provide Level 1 and Level 2 technical support through phone, email, ticketing systems, remote tools, and onsite visits.

• Troubleshoot Windows desktops, laptops, printers, mobile devices, and common peripherals.

• Support Microsoft 365, Outlook, Teams, OneDrive, SharePoint, and related applications.

• Perform Microsoft 365 user administration, password resets, MFA troubleshooting, licensing, and account configuration.

• Support Active Directory and Microsoft Entra ID user accounts, groups, permissions, and access issues.

• Diagnose basic networking issues involving TCP/IP, DNS, DHCP, Wi-Fi, VPNs, switches, and firewalls.

• Troubleshoot workstation connectivity, application, printing, performance, and hardware issues.

• Install, configure, replace, and deploy desktops, laptops, monitors, printers, wireless equipment, and other client technology.

• Assist with workstation deployments, office moves, new-user setups, and technology refresh projects.

• Perform onsite troubleshooting when issues cannot be resolved remotely.

• Assist senior engineers with server, networking, cloud, cybersecurity, and infrastructure projects.

• Properly document troubleshooting steps, resolutions, client environments, and time entries within the PSA/ticketing system.

• Escalate complex issues to senior engineers while providing complete documentation of troubleshooting already performed.

• Communicate clearly and professionally with both technical and non-technical users.

• Maintain ownership of assigned tickets through resolution and customer confirmation.

Required Qualifications

• 2+ years of IT support, help desk, desktop support, or service desk experience.

• Previous MSP experience strongly preferred.

• Hands-on experience supporting Windows 10/11 environments.

• Working knowledge of Microsoft 365 administration.

• Experience with Active Directory and/or Microsoft Entra ID.

• Understanding of TCP/IP, DNS, DHCP, VPNs, Wi-Fi, and basic Layer 2 networking.

• Experience troubleshooting desktops, laptops, printers, and peripherals.

• Familiarity with remote monitoring, ticketing, PSA, or RMM platforms.

• Strong troubleshooting and problem-solving abilities.

• Strong written and verbal communication skills.

• Ability to manage multiple tickets and competing priorities.

• Professional demeanor when working directly with clients.

Onsite Requirements

This is not a fully remote position. The engineer must be willing and able to travel to client locations as business needs require.

Onsite responsibilities may include:

• Desktop and laptop deployments

• Hardware installation and replacement

• Network and connectivity troubleshooting

• Printer and peripheral support

• New-user and office setups

• Basic switch, firewall, and wireless troubleshooting

• Equipment inventory and documentation

• Assisting senior engineers with infrastructure projects

• Hands-on troubleshooting when remote support is insufficient

Candidates must have reliable transportation, a valid driver's license, and the ability to travel between client sites.

What Success Looks Like

A successful engineer in this role doesn't simply close tickets. They take ownership of client issues, communicate effectively, document their work, know when to escalate, and provide a consistently professional experience whether working remotely or standing inside a client's office.

The right person will be technically curious, dependable, comfortable working independently, and interested in developing from an L1/L2 engineer into more advanced systems, networking, cloud, or project engineering responsibilities.