L1 Support Engineer
Resolve Tech Solutions
full-time
Posted on:
Location Type: Remote
Location: Texas • United States
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Job Level
Tech Stack
About the role
- Serve as the initial point of contact for end-user technical issues and service requests via phone, email, and ticketing systems.
- Troubleshoot account issues in Active Directory and Microsoft Entra ID, including password resets, lockouts, and group membership updates.
- Provide basic support for Microsoft 365 applications such as Outlook, Teams, SharePoint, and OneDrive.
- Use ServiceNow to log, track, and manage incidents, ensuring timely resolution or escalation.
- Support Microsoft 365 environments under the guidance of senior staff (e.g., mailbox permissions, license verification, Intune device enrollments).
- Escalate advanced issues—such as device compliance, Conditional Access modifications, and file migrations—to L2+ engineers.
- Follow documented SOPs and contribute to internal documentation (e.g., knowledge-base articles).
- Maintain clear, professional communication with end users throughout the support process.
Requirements
- 1+ year of IT Help Desk or technical support experience.
- Familiarity with Active Directory, Microsoft 365, and ServiceNow (or similar platforms).
- Strong communication and customer service skills.
- Ability to follow processes and collaborate effectively with remote teams.
- Eagerness to learn and grow in cloud administration and endpoint security.
- Ability to create and maintain documentation (e.g., KB articles).
Benefits
- Health insurance
- Professional development
- Paid time off
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
troubleshootingActive DirectoryMicrosoft Entra IDMicrosoft 365ServiceNowIntunedevice complianceConditional Accessdocumentation creationincident management
Soft skills
communicationcustomer servicecollaborationeagerness to learnprofessionalism