Service Desk Engineer (Tier 1.5) - MSP

Job Description

Service Desk Engineer (Tier 1.5) – MSP

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Location: Secaucus, NJ / Northern New Jersey

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Work Arrangement: Local Work From Home (Hybrid)

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Salary: $50,000–$65,000 + Bonus

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Employment Type: Full-Time | Direct Hire

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About the Opportunity

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We are seeking a motivated Service Desk Engineer (Tier 1.5) to join a well-established Managed Service Provider (MSP) supporting businesses across multiple industries.

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This position offers a local work-from-home arrangement, allowing engineers to work primarily remotely while occasionally visiting client sites and a data center in Secaucus, NJ.

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Unlike traditional internal IT positions, this opportunity provides exposure to a wide variety of client environments, technologies, and infrastructure projects.

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Candidates must reside in Northern New Jersey, ideally within 25 miles of Secaucus. Prior MSP experience is strongly preferred.

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Responsibilities

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• Provide remote and occasional onsite technical support to clients across multiple IT environments.
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• Respond to incoming support tickets, troubleshoot technical issues, and resolve Tier 1 / 1.5 requests.
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• Troubleshoot Windows 10/11, Microsoft 365, hardware, software, and basic networking issues.
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• Administer Microsoft 365 accounts, permissions, and applications.
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• Assist with Active Directory user management and basic Windows Server administration.
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• Configure and deploy desktops, laptops, printers, and other IT equipment.
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• Troubleshoot basic networking issues involving TCP/IP, DNS, DHCP, firewalls, wireless access points, and switches.
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• Utilize PSA ticketing systems, RMM tools, and documentation platforms.
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• Escalate complex technical issues to senior engineers with detailed documentation.
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• Participate in onsite client visits, hardware deployments, and infrastructure projects.
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• Assist with data center operations, including hardware provisioning, cabling, equipment shipping/receiving, and basic remote-hands support.
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• Maintain strong client relationships through professional communication and timely issue resolution.
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Technical Qualifications

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• 1+ years of professional IT support experience in a help desk, desktop support, or service desk environment.
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• Previous experience working for a Managed Service Provider (MSP) strongly preferred.
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• Strong troubleshooting experience with Windows 10 and Windows 11.
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• Working knowledge of Microsoft 365 administration and support.
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• Experience supporting Microsoft Outlook, Teams, Word, Excel, and other Microsoft applications.
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• Familiarity with Active Directory, user provisioning, password resets, and permissions.
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• Basic Windows Server administration experience.
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• Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPNs, firewalls, and switches.
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• Experience with PSA ticketing systems, RMM tools, and IT documentation platforms.
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• Hands-on experience troubleshooting and deploying computers, laptops, printers, and peripherals.
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• Strong customer service, communication, organization, and multitasking skills.
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Preferred Qualifications

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• Experience supporting multiple client environments within an MSP.
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• Exposure to data center operations, server hardware, rack installations, and network cabling.
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• Experience with onsite client support and equipment deployments.
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• Bachelor's degree in Information Technology, Computer Science, or a related field preferred but not required.
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Compensation & Benefits

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• Salary Range: $50,000–$65,000 + bonus
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• Health, dental, and vision insurance
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• Life insurance
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• Short-term and long-term disability coverage
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• 401(k) retirement plan
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• Paid holidays
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• Paid time off and vacation
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• Opportunities for professional development and exposure to additional infrastructure technologies
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Work Location & Schedule

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Local Work From Home – Northern New Jersey

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• Work primarily from home.
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• Occasional onsite visits to client locations throughout Northern New Jersey.
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• Periodic onsite responsibilities at a Secaucus, NJ data center.
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• Monday–Friday, standard business hours.
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• Must reside in Northern New Jersey, preferably within approximately 25 miles of Secaucus.
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• This is not a nationwide remote opportunity.
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