Posted Mar 16, 2026 141 views
We are seeking a skilled IT Service Desk Engineer with hands-on experience in ConnectWise to join our team. The successful candidate will be responsible for delivering Level 1 and Level 2 technical support, primarily focusing on Microsoft 365 services. This role involves managing IT service requests efficiently while ensuring timely resolution and maintaining high customer satisfaction. The ideal candidate will have strong troubleshooting skills and the ability to work collaboratively within a dynamic IT environment.
Key Responsibilities
- Provide Level 1 and Level 2 technical support for Microsoft 365 services, including Exchange Online, SharePoint Online, OneDrive, and Microsoft Teams.
- Manage and resolve IT service requests using ConnectWise, ensuring accurate documentation and timely updates.
- Troubleshoot and diagnose hardware, software, and network issues related to end-user devices and cloud services.
- Assist with user account management, permissions, and access controls within Microsoft 365 environments.
- Collaborate with other IT teams to escalate and resolve complex technical issues.
- Maintain knowledge of current IT trends and best practices to improve service delivery.
- Communicate effectively with end-users to provide clear instructions and updates on issue resolution.
- Support IT projects and initiatives as required, contributing technical expertise and feedback.
Required Qualifications
- Proven experience providing Level 1 and Level 2 support in an IT service desk environment.
- Strong working knowledge of Microsoft 365 services, including Exchange Online, SharePoint Online, OneDrive, and Microsoft Teams.
- Experience using ConnectWise or similar IT service management tools for ticketing and request tracking.
- Solid understanding of network fundamentals, Active Directory, and user account management.
- Excellent problem-solving skills with the ability to diagnose and resolve technical issues efficiently.
- Strong communication skills, both verbal and written, with a customer-focused approach.
- Ability to work independently as well as part of a team in a fast-paced environment.
- Relevant IT certifications such as Microsoft 365 Certified: Fundamentals or equivalent are advantageous.
Preferred Qualifications and Benefits
- Experience with additional cloud platforms or IT service management tools is a plus.
- Familiarity with scripting or automation tools to streamline support processes.
- Opportunities for professional development and training to enhance technical skills.
- Collaborative work culture with a focus on continuous improvement and innovation.
- Competitive salary and benefits package aligned with industry standards.
This role offers the chance to work with cutting-edge technologies in a supportive environment where your expertise will directly impact the efficiency and satisfaction of our users. If you are passionate about IT support and eager to grow your career, we encourage you to apply.
Job Details
365 Care Group
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