JobCubby JobCubby
Sign up
Resolve Tech Solutions

L1 Support Engineer

Resolve Tech Solutions Texas, United States

IT Services and IT Consulting · 501-1,000 employees

May 22
Remote support-engineer Junior (0-2 yrs) Full-time United States
Create a free account to apply — email only, no card. You can also save this posting or score it against your profile with AI.

Applying here? Try the free cover letter tool — paste this posting and your résumé, no account needed.

About the role

The L1 Support Engineer serves as the primary point of contact for technical issues, managing incidents through ticketing systems and providing support for Microsoft 365 applications. They are responsible for troubleshooting account access, managing device enrollments, and maintaining internal knowledge-base documentation.

What they look for

Active Directory Microsoft 365 Microsoft Entra ID ServiceNow Technical Support Troubleshooting Outlook Teams SharePoint OneDrive Intune Endpoint Manager Conditional Access Documentation Customer Service Cloud Administration

Requirements

Candidates must have at least one year of IT Help Desk or technical support experience and familiarity with Active Directory and Microsoft 365. Strong communication skills and the ability to follow established processes are essential for this role.

Full description

Position Summary

As an L1 Help Desk Technician, you will serve as the first line of technical support—helping end users resolve issues related to Microsoft 365, account access, devices, and service requests. You’ll work with tools such as Active Directory, Microsoft Entra ID, Microsoft 365 Admin Center, and ServiceNow. This role is perfect for someone looking to gain hands-on experience in a fast-paced MSP environment and build a strong foundation in IT support and cloud administration.

Key Responsibilities

  • Serve as the initial point of contact for end-user technical issues and service requests via phone, email, and ticketing systems.
  • Troubleshoot account issues in Active Directory and Microsoft Entra ID, including password resets, lockouts, and group membership updates.
  • Provide basic support for Microsoft 365 applications such as Outlook, Teams, SharePoint, and OneDrive.
  • Use ServiceNow to log, track, and manage incidents, ensuring timely resolution or escalation.
  • Support Microsoft 365 environments under the guidance of senior staff (e.g., mailbox permissions, license verification, Intune device enrollments).
  • Escalate advanced issues—such as device compliance, Conditional Access modifications, and file migrations—to L2+ engineers.
  • Follow documented SOPs and contribute to internal documentation (e.g., knowledge-base articles).
  • Maintain clear, professional communication with end users throughout the support process.

⸻

Preferred Exposure or Willingness to Learn

  • Microsoft 365 Admin Center: license checks, mailbox management, Teams administration.
  • Intune / Endpoint Manager: basic understanding of device compliance and enrollment troubleshooting.
  • Conditional Access & Security: awareness of security controls and when to escalate issues.
  • SharePoint/Teams Migrations: basic troubleshooting during cloud storage transitions.

⸻

Qualifications

  • 1+ year of IT Help Desk or technical support experience.
  • Familiarity with Active Directory, Microsoft 365, and ServiceNow (or similar platforms).
  • Strong communication and customer service skills.
  • Ability to follow processes and collaborate effectively with remote teams.
  • Eagerness to learn and grow in cloud administration and endpoint security.
  • Ability to create and maintain documentation (e.g., KB articles).

Similar roles