IT Helpdesk Engineer Level 1

IT Helpdesk Engineer - Level 1

Managed IT Services Division

POSITION OVERVIEW

Ocean Tide is seeking L1 IT Helpdesk Engineers to provide first-line remote technical support for US-based enterprise customers. You will be the first point of contact for end users, handling tickets via our NinjaOne platform, resolving common issues, and escalating complex problems to L2. This is a remote helpdesk role supporting Microsoft 365 environments with a focus on fast resolution and excellent customer communication.

KEY RESPONSIBILITIES

• Serve as first point of contact for all incoming IT support tickets and requests

• Provide remote troubleshooting for desktops, laptops, printers, and peripherals

• Manage and administer Microsoft 365 user accounts (password resets, license assignments, mailbox permissions, Teams/SharePoint access)

• Perform basic Active Directory tasks (account unlocks, group membership changes, password resets)

• Triage and categorize incoming tickets by priority and type

• Resolve L1 issues within SLA targets (password resets, software installs, connectivity issues, email configuration)

• Provide basic troubleshooting for customer business applications (ERP, CRM, industry-specific software, web-based platforms)

• Assist with software installation, configuration, updates, and license management for standard and customer-specific applications

• Escalate unresolved issues to L2 with clear documentation of troubleshooting steps taken

• Document all interactions and resolutions in NinjaOne ticketing system

• Assist with new hire onboarding (account creation, email setup, software provisioning)

• Assist with employee offboarding (account disabling, license recovery, access removal)

• Follow standard operating procedures (SOPs) and runbooks for common issue resolution

• Monitor RMM alerts and respond to automated notifications from NinjaOne

• Maintain knowledge base articles for recurring issues

• Log and track all work in ticketing/PSA systems (NinjaOne Ticketing, HaloPSA, or similar)

REQUIRED QUALIFICATIONS

• Minimum 1 year experience in IT remote helpdesk or technical support role

• Hands-on experience managing Microsoft 365 environments (Exchange Online, Teams, SharePoint, OneDrive, Entra ID)

• Basic understanding of Active Directory (user accounts, groups, OUs, GPO basics)

• Experience with remote desktop tools and remote troubleshooting

• Strong troubleshooting skills for Windows 10/11 operating systems

• Ability to learn and troubleshoot new software applications quickly (business apps, web platforms, industry-specific tools)

• Familiarity with basic networking concepts (DNS, DHCP, TCP/IP, VPN connectivity)

• Excellent English communication skills (written and verbal) - supporting US-based end users

• Customer-first attitude with patience and professionalism

• Ability to work independently in a remote or co-located team environment

PREFERRED QUALIFICATIONS

• Experience with NinjaOne RMM platform (administration, ticketing, remote access)

• Experience with ticketing/ITSM/PSA systems (NinjaOne Ticketing, HaloPSA, Freshdesk, Zendesk, ConnectWise, Autotask, or similar)

• Familiarity with endpoint security tools (antivirus, EDR/XDR concepts)

• Experience supporting Mac OS in addition to Windows

• Basic Linux familiarity (navigation, file management, service restarts)

• Prior BPO or offshore IT support experience serving US clients

• Experience with VoIP/phone system support

CERTIFICATIONS

• Required: None (but entry-level IT certifications strongly preferred)

• Preferred: CompTIA A+, CompTIA IT Fundamentals (ITF+), Microsoft 365 Certified: Fundamentals (MS-900), ITIL Foundation

TOOLS & TECHNOLOGY

• Primary Platform: NinjaOne RMM (endpoint management, ticketing, remote access, patch management)

• PSA/Ticketing: NinjaOne Ticketing, HaloPSA (or equivalent PSA platform)

• Core Environment: Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive, Entra ID)

• OS Support: Windows 10/11 (primary), Mac OS (secondary), Linux (basic awareness)

• Security: Endpoint security / XDR / EDR platforms (awareness level)

• Networking: Basic DNS, DHCP, TCP/IP, VPN connectivity troubleshooting

• Collaboration: Microsoft Teams, email-based ticket communication