Hybrid Level 1 Field Technician (MSP)

Job Description

Job Description

About the Role

Were seeking a Level 1 Service Desk Engineer to join a growing Managed Services Provider (MSP) environment leveraging the Kaseya stack. This role is ideal for someone who enjoys troubleshooting end-user issues, working within a structured process, and contributing to a collaborative technical support team.

You'll provide first-line technical support to clients across multiple environments, assisting with endpoint troubleshooting, user account administration, and remote monitoring through Kaseya tools.

Key Responsibilities

• Serve as the first point of contact for client technical issues via phone, email, and ticketing system.
• Monitor and respond to alerts within ConnectWise, BMS, and IT Glue.
• Perform troubleshooting for Windows OS, Microsoft 365, printers, network connectivity, and user access issues.
• Escalate complex issues to Level 2 / 3 engineers as needed with detailed ticket documentation.
• Maintain accurate records in the PSA and RMM systems.
• Support endpoint patching, antivirus, and backup monitoring using Kaseya tools.
• Assist in deploying onboarding scripts, profiles, and agent installs.
• Provide excellent customer service with clear communication and follow-through.

Qualifications

Preferred Skills

Why Join