Senior L1 Engineer

Uptime Solutions

20h•Remote

About The Position

The Senior L1 Engineer provides first-line support to Managed Service customers, troubleshooting and resolving IT issues, managing customer tickets, routing tickets to the On Site Engineering queue when needed, and escalating complex issues to third-line engineers. The role supports educational and business clients and includes both first- and second-line support across hardware, software, networking, security, Microsoft 365, and Windows operating systems. The successful candidate is expected to bring at least two years of verifiable full-time IT Service Desk Engineer experience and seek a long-term role with the company.

Requirements

At least two years of verifiable experience as a full-time IT Service Desk Engineer.
Previous experience in an IT support role; experience within an MSP is required by the posting.
Strong knowledge of Microsoft 365 administration.
Proficiency in Windows operating systems and troubleshooting.
Excellent problem-solving and analytical skills.
Strong communication and interpersonal skills, including an excellent telephone manner.

Nice To Haves

IT certifications such as CompTIA A+, Network+, or Microsoft certifications.

Responsibilities

Efficiently manage and resolve IT support tickets from educational and business clients, providing timely and effective solutions.
Provide first- and second-line support for hardware, software, networking, and security issues.
Provide technical support for Microsoft 365 services, including Exchange Online, SharePoint Online, Teams, OneDrive, and Intune.
Troubleshoot basic network connectivity, wireless, firewall, server, endpoint, identity, access, and performance-related issues.
Diagnose and resolve Windows operating system issues.
Communicate clearly and professionally with clients, keeping them informed about support requests and providing guidance where necessary.
Create and maintain comprehensive documentation of client environments and issue resolutions.
Pass tickets to the On Site Engineering queue when required and escalate complex issues to third-line engineers.