NexusTek

Engineer

• Serve as the first point of contact for incidents and service requests via phone, chat, email, and ticketing system.
• Provide remote technical support to multiple client environments across Windows and macOS platforms.
• Troubleshoot and resolve moderately complex hardware, software, and peripheral issues.
• Support Microsoft 365 environments including Exchange Online, Teams, SharePoint, and OneDrive.
• Perform Exchange diagnostics including message tracing, mailbox permissions management, and mail flow analysis.
• Support line-of-business applications, remote access tools, and collaboration platforms across various client infrastructures.
• Diagnose and resolve workstation performance issues, operating system errors, and application conflicts.
• Support MFA configuration, conditional access troubleshooting, and secure account recovery processes.
• Manage device enrollment, configuration, and compliance using Microsoft Intune, Addigy, Jamf, or other RMM/MDM tools.
• Assist with deployment of policies, software packages, and configuration changes across client environments.
• Perform account administration within Active Directory and Entra ID, including permissions management and access troubleshooting.
• Provide intermediate networking support including DNS, DHCP, VPN connectivity, and basic routing issues.
• Support remote monitoring and management (RMM) platforms to proactively identify and remediate issues.
• Manage a ticket queue across multiple clients while adhering to defined SLAs and response targets.
• Accurately log, categorize, prioritize, and document all incidents in the PSA/ITSM platform (e.g., ConnectWise, Autotask, ServiceNow).
• Perform thorough troubleshooting to identify and resolve issues before closure or reassignment.
• Identify incidents requiring escalation and route them appropriately to Tier 2 or Tier 3 teams.
• Review Entra ID sign-in logs and investigate suspicious login activity or account lockouts.
• Assist with endpoint security tools including antivirus, EDR, and email security platforms.
• Support remediation efforts following documented security procedures.
• Maintain adherence to client-specific compliance requirements and data protection standards.
• Deliver professional, high-quality support while representing the MSP brand.
• Communicate technical findings and solutions clearly to both technical and non-technical stakeholders.
• Provide timely updates on open issues and manage client expectations effectively.
• Build strong working relationships with client contacts through consistent and reliable service delivery.

Service Desk Engineer