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.
- 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.
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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.
- 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.
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Preferred Qualifications
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- 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.
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Compensation & Benefits
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- 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
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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.
- 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.
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