Level 1 IT Service Desk Engineer

Job Description

Job Description

Willoughby, OH
Full-Time | On-Site / Hybrid

Expanding Managed IT Service Provider (MSP) looking for a Level 1 IT Service Desk Engineer to join our professional technical team.

This is not a traditional internal service-desk position . Our engineers support multiple business clients, work across different technology environments, troubleshoot real-world IT issues, and are expected to take ownership of tickets from initial contact through resolution or proper escalation.

We are looking for someone who

• Understands the MSP environment
• Someone with strong technical fundamentals who is wants to grow to develop into a future Sr. MSP engineer and or leader.
• Someone who is confident in their technical skills
• Understand they're a professional and this is a career, not a job
• Understands what it means to represent the company brand.
• Looking to retire with this company

What You'll Do

• Provide Level 1 technical support for multiple business clients.
• Troubleshoot Windows desktops, laptops, servers, printers, networking and Microsoft 365 issues.
• Respond to and manage tickets through an MSP Professional Services Automation (PSA) system.
• Diagnose and resolve hardware, software, connectivity and user-access issues.
• Perform remote and occasional onsite technical support.
• Assist with Microsoft 365 administration, including users, licenses, email and permissions.
• Support Active Directory, Entra ID/Azure AD and Windows environments.
• Troubleshoot basic TCP/IP, DNS, DHCP, Wi-Fi and network connectivity issues.
• Deploy, configure and maintain workstations and other IT equipment.
• Install and troubleshoot business applications.
• Monitor and respond to alerts from RMM, endpoint security and other managed IT platforms.
• Follow established security, backup, patching and documentation procedures.
• Properly document all work performed in the ticketing system.
• Escalate issues appropriately when they exceed Level 1 responsibilities.
• Communicate professionally with clients and keep them informed throughout the support process.
• Participate in scheduled onsite client support when required.
• Assist senior engineers with projects, migrations, deployments and other technical work.

What We're Looking For

MSP experience.

This candidate will have experience working in an environment where they have supported multiple businesses, multiple users and multiple technology environments rather than supporting only one company's internal IT environment.

Required Experience

• 1+ years of professional IT support experience.
• Previous MSP environment history.
• Strong Windows 10/11 troubleshooting skills.
• Working knowledge of Microsoft 365.
• Basic understanding of Active Directory and Entra ID/Azure AD.
• Basic networking knowledge, including TCP/IP, DNS, DHCP and Wi-Fi.
• Experience with remote support tools and ticketing systems.
• Ability to troubleshoot methodically rather than simply escalating problems.
• Strong written and verbal in person and telephone communication skills.
• Ability to prioritize multiple tickets and competing client needs.
• Strong documentation habits.
• Professional appearance and demeanor when working onsite with clients.
• Valid driver's license and reliable transportation.
• Ability to work independently while knowing when to escalate.

MSP Experience Matters

This position is specifically designed for someone who understands that MSP support is different from internal IT .

You may be supporting one client with a Microsoft 365 issue, another client with a workstation problem, and another client experiencing a network or connectivity issue—all within the same day.

You must be comfortable changing environments, learning new client configurations, managing competing priorities and maintaining a high level of professionalism regardless of the client or issue.

Candidates with MSP experience, RMM experience, PSA/ticketing experience and experience supporting multiple business clients will only be given consideration.

Technology You'll Work With

Depending on client requirements, you may work with:

• Microsoft 365
• Windows 10/11
• Active Directory
• Entra ID / Azure AD
• DNS / DHCP / TCP/IP
• Microsoft Exchange Online
• Windows Server
• RMM platforms
• PSA / ticketing systems
• Endpoint security and antivirus
• Firewalls and managed networking
• Wireless networks
• Backup systems
• Printers and peripheral devices
• Business applications
• Hardware deployment and lifecycle management

You do not need to be an expert in every technology listed above. We are looking for strong technical fundamentals, the ability to learn and the willingness to take ownership of problems.

What Will Make You Successful

The right person for this position:

• Doesn't wait for someone else to solve a problem.
• Can work through an issue logically.
• Knows how to research and troubleshoot unfamiliar problems.
• Understands that documentation is part of the job.
• Communicates clearly with both clients and coworkers.
• Can manage multiple priorities without losing track of commitments.
• Is comfortable internally saying, "I don't know yet, but I'll figure it out."
• Is comfortable externally saying, "We will reseach this issue and work to resolve."
• Takes ownership of their tickets and follows through.
• Understands that client service is just as important as technical ability.
• Wants to grow beyond basic help-desk support.

What This Job Is NOT

This isn't a position where your primary responsibility is simply answering phones and resetting passwords all day.

Our engineers are expected to troubleshoot, learn, document, communicate and solve problems .

Wants to build a career in managed IT services and eventually progress into higher-level engineering, this is an opportunity to develop those skills.

Compensation & Benefits

• Competitive salary based on experience and technical ability
• Full-time employment
• Paid time off
• Company benefits
• Opportunities for professional growth and advancement
• Ongoing technical training
• Exposure to a wide range of business technologies and environments
• Opportunity to work alongside experienced MSP engineers

How to Apply

Please submit your resume along with a brief description of your IT/MSP experience.

Applicants with MSP experience should specifically identify the MSP environments, RMM platforms, PSA/ticketing systems and technologies they have worked with.

Neothink is an equal opportunity employer.

Job Type: Full-time
Location: Willoughby, Ohio
Industry: Managed IT Services / Information Technology
Experience Level: Level 1

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Retirement plan
• Vision insurance

Application Question(s):

• Has strong in-person, phone, written, and typing and communication skills

Experience:

• MSP: 1 year (Preferred)

Ability to Commute:

• Willoughby, OH 44094 (Preferred)

Work Location: Hybrid remote in Willoughby, OH 44094