L1 IT Support Engineer

At GEEKS, a Great Place to Work-Certified Managed Service Provider (MSP), we pride ourselves on delivering seamless IT solutions that drive client success while fostering a people-first culture. We believe that when our team thrives, the business thrives and our GPTW certification is a testament to that commitment.
Role Overview
We are looking for somebody not just looking for “a job” — but hungry to build a real tech career. Someone friends call when their systems break, and who loves solving problems almost as much as learning new tools. Somebody who wants to grow fast, get your hands dirty across modern SMB IT stacks, and work in a team that values curiosity, ownership, and action.
This is an MSP environment, so you will be supporting multiple clients, different IT environments, and competing priorities. You need to be comfortable moving between clients while maintaining strong ticket ownership, clear communication, accurate documentation, and SLA commitments.
We want someone who’s not just capable — but coachable, curious, and obsessed with figuring things out.
Key Responsibilities
Respond promptly and effectively to client tickets related to IT support requests and incidents
Support multiple SMB clients across different IT environments, technologies, and business requirements
Work within defined SLA timelines, ensuring tickets receive timely responses, updates, and resolutions
Take ownership of assigned tickets from initial response through resolution or appropriate escalation
Troubleshoot and resolve issues related to:
Microsoft 365 (Outlook, Teams, SharePoint, OneDrive, Exchange Online)
Google Workspace (Gmail, Drive, Admin Console)
NAS devices (Synology, QNAP) including access and file sharing issues
Basic Windows Server and Active Directory support (user accounts, permissions)
Backup solutions (monitoring backups, restore requests)
Network connectivity issues (Wi-Fi, switches, routers, VPN)
End-user devices: desktops and laptops running Windows 10/11 and macOS
Printers, peripherals, and common office hardware support
Perform user account management tasks: password resets, access provisioning, group memberships
Escalate complex technical issues to senior engineers or specialists as needed, with clear troubleshooting notes
Maintain accurate and detailed documentation of ticket progress and resolution steps
Follow company IT policies and security best practices when handling client environments
Assist with routine maintenance tasks such as software patching, updates, and system health checks
Communicate clearly and professionally with clients, ensuring timely updates and resolution
Monitor ticket queues, priorities, and ageing tickets to ensure commitments are not missed
Continuously learn and grow technical knowledge under guidance from senior team members.
Required Technical Skills
Experience or familiarity with Microsoft 365 and Google Workspace administration and user support
Basic knowledge of Windows Server environments and Active Directory user management
Understanding of NAS devices like Synology or QNAP and file sharing protocols (SMB, AFP)
Fundamental networking concepts: IP addressing, DHCP, DNS, VPN troubleshooting
Experience supporting end-user devices on Windows 10/11 and macOS platforms
Familiarity with backup solutions and restoring data from backups
Ability to troubleshoot common hardware and peripheral device issues
Comfortable working with ticketing / PSA systems and remote support tools
Understanding of ticket priorities, SLA requirements, escalation processes, and service delivery workflows
Ability to manage and prioritize multiple tickets across different clients.
Traits & Mindset
Hands-on learner — you dive into tech, Google things fast, and don’t get stuck
Problem-solver at heart — you like figuring things out and finding smarter solutions
Strong communicator — you explain things clearly, professionally, and with empathy
Hungry to grow — you’re not afraid to ask questions, learn from feedback, and level up constantly
SLA-conscious — you understand that good IT support means responding, communicating, and delivering within agreed timelines
Ownership-driven — you take responsibility for your tickets and see them through to completion
Remote-ready — you’re reliable, disciplined, and thrive in flexible remote environments
Team-first attitude — you know when to escalate, when to ask, and when to own it
Client-focused — you understand that you are representing GEEKS in every client interaction
Adaptable — you are comfortable working across multiple clients, systems, and priorities.
Basic Qualifications
2- 4 years of experience in IT support or helpdesk, with previous MSP experience required
Experience supporting multiple clients or multiple IT environments
Previous experience working with a ticketing / PSA system such as ConnectWise, Autotask, ServiceNow, Zendesk, Freshservice, or similar
Practical understanding of SLA-driven IT support and ticket prioritization
Strong problem-solving skills and attention to detail
Excellent verbal and written communication skills with a customer-first mindset
Self-motivated, coachable, and eager to learn new technologies
Reliable home workspace with stable internet for remote work
Team player with the ability to escalate appropriately and collaborate with senior staff
Ability to manage multiple tickets and priorities while maintaining SLA and client communication commitments.
Why Join Us?
Fully remote role
Hands-on experience supporting multiple SMB clients across diverse IT environments
Exposure to a broad range of modern IT technologies and platforms
Experience working within a professional, SLA-driven MSP environment
Mentor-driven environment focused on skill development and growth
Opportunity to work alongside experienced L2 and L3 engineers
Opportunity to build a career in IT support within a growing MSP
Work in a Great Place to Work-Certified organization that values people, learning, and development

Work arrangement
Yes