Service Desk Engineer

We strive to provide innovative solutions, exceptional service, and a relentless focus on client success. Our mission is to empower our clients to thrive in the digital world by delivering reliable, cutting‑edge technology with a personal touch.

Stored Tech is a fast‑growing Managed Services Provider (MSP) delivering cutting‑edge IT solutions that help businesses scale efficiently and securely. With a strong focus on client success, innovation, and reliability, we support organizations across multiple industries with managed IT, cloud services, cybersecurity, and digital transformation.

Stored Tech is an AI‑native IT services provider, where autonomous agents already resolve a growing share of our support tickets. Our Level I Service Desk Engineers work with AI to handle more complex issues — representing a new way of working as an IT support engineer.

AI and our new IT engineers resolve simple issues more quickly, tag‑team complex ones, and free up time to deliver exceptional customer service. You’re not just on the receiving end of that partnership: you’ll have direct input into which ticket types get handed to AI next, shaping the automation roadmap based on what you’re seeing on the ground. This is a new kind of IT support role, built alongside AI as it’s being developed — you’ll help define what it looks like, not just fill a seat in an existing model.

• Own and resolve inbound service desk tickets across endpoint, identity, access, and connectivity issues, hitting SLA and CSAT targets.
• Provide technical support to clients via phone, email, and remote assistance tools, and on‑site when needed.
• Diagnose and resolve hardware, software, and network issues promptly and efficiently.
• Triage what comes in: resolve what you can, route what you can’t, and document every step so that the next person (or agent) is faster.
• Work the escalation path between AI agents and senior engineers — catch what agents miss, hand off what’s above your tier.
• Spot recurring issues and surface them to engineering and products so they become automated resolutions, not repeat tickets.
• Install, configure, and maintain hardware and software systems.
• Keep documentation, runbooks, and knowledge articles current as environment and tooling change.
• Work closely with other engineers to ensure dependencies are met.
• Demonstrate initiative and independent judgment, using established procedures to address client needs.
• Perform other related duties as assigned to support team and company objectives.

• 1+ years in a service desk, help desk, or desktop support role (or equivalent hands‑on experience).
• Working knowledge of Windows and macOS operating systems.
• Experience troubleshooting Microsoft 365 and common SaaS admin tools (Google Workspace a plus).
• Working knowledge of Active Directory / Entra .
• Experience with a ticketing system (Service Now, Connect Wise, or similar).
• Strong foundation in IT troubleshooting methodologies for hardware, software, and network issues.
• Ability to analyze and diagnose technical issues using critical thinking to identify root causes.
• Exceptional written and verbal communication skills — you’ll resolve a lot over chat and email.
• Strong documentation habits for transparency, knowledge sharing, and continuity of support.
• Curiosity about automation and AI tooling, with the instinct to ask “why is this still a manual ticket?”

• 1–3 years' experience in a technical support role, preferably in an MSP environment.
• Scripting experience (Power Shell, Python) or experience automating routine tasks.
• Exposure to identity governance, MDM/Intune, or network fundamentals.
• Familiarity with virtualization (VMware, Hyper‑V) and cloud platforms (AWS, Azure).

This role primarily operates in an office and has work from home flexibility.

• Regularly communicates with clients and team members via phone, video, and in person.
• Performs computer‑based work for extended periods; sits and/or stands for up to 8 hours per day, with flexibility to change positions.
• Moves within office and client environments to install, configure, and…