Service Desk Engineer (Tier 1.5) - MSP

Service Desk Engineer (Tier 1.5) – MSP

Location: Secaucus, NJ / Northern New Jersey

Work Arrangement: Local Work From Home (Hybrid)

Salary: $50,000–$65,000 + Bonus

Employment Type: Full-Time | Direct Hire

About the Opportunity

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.

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.

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

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

Responsibilities

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

Technical Qualifications

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

Preferred Qualifications

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

Compensation & Benefits

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

Work Location & Schedule

Local Work From Home – Northern New Jersey

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