L1 Support Engineer

L1 Help Desk Technician providing first-line support for Microsoft 365 and IT user issues in a fast-paced MSP environment.

Posted 5/24/2026full-timeRemote • Texas • 🇺🇸 United StatesJuniorWebsite

Tools & technologies

CloudServiceNow

Key responsibilities & impact

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).

What you’ll need

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).

Comp & perks

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

troubleshootingActive DirectoryMicrosoft Entra IDMicrosoft 365ServiceNowIntunedevice complianceConditional Accessfile migrationsdocumentation

Soft Skills

communicationcustomer servicecollaborationeagerness to learnprocess adherence