Service Desk Engineer

Our client is a growing Managed Services Provider (MSP) seeking a technically strong, customer-focused Service Desk Engineer to join their team. This individual will serve as a senior escalation resource for the Service Desk while also participating in projects, client implementations, cloud administration, and ongoing technology improvements.

The ideal candidate combines strong Microsoft 365 expertise, excellent troubleshooting skills, and the ability to communicate effectively with end users and business stakeholders. This is an excellent opportunity for someone looking to grow within a highly collaborative MSP environment that values technical aptitude, customer service, and continuous learning.

• Act as an escalation point for Service Desk technicians.
• Troubleshoot and resolve advanced Microsoft 365, endpoint, networking, and infrastructure issues.
• Assist with ticket quality, knowledge sharing, and technician mentoring.
• Work closely with Service Desk leadership to ensure timely ticket resolution and exceptional client service.
• Take ownership of challenging customer issues and drive them through resolution.

• Support and administer Microsoft 365 environments across multiple client organizations.
• Manage and support:
• User and Identity Management
• Security Groups and Dynamic Groups
• Exchange Online
• Microsoft Teams
• SharePoint Online
• Assist with policy administration, onboarding/offboarding, and device management.

• Participate in client implementations, migrations, and technology refresh projects.
• Perform workstation deployments and onboarding activities.
• Support networking initiatives, upgrades, and infrastructure improvements.
• Provide occasional onsite support throughout the Bay Area.

• Utilize AI tools to improve efficiency, troubleshooting, scripting, and research.
• Support automation efforts that improve operational consistency and service delivery.
• Maintain client documentation, runbooks, network diagrams, and support procedures.

• Deliver exceptional customer service during both routine and escalated situations.
• Communicate clearly with technical and non-technical users.
• Help restore customer confidence when service issues require escalation.

• 3+ years of professional IT support experience.
• MSP experience strongly preferred.
• Experience supporting:
• Exchange Online
• Teams
• SharePoint Online
• Experience working within a ticket-driven environment.
• Understanding of ticket documentation, SLAs, and time tracking.
• Ability to prioritize multiple issues and projects simultaneously.
• Excellent troubleshooting and customer communication skills.

• Experience with Meraki and/or Uni Fi networking.
• Experience with Ninja One or other MSP RMM platforms.
• Power Shell scripting experience.
• Experience with automation platforms and process improvement initiatives.
• Microsoft certifications are a plus.

We're looking for someone who is technically strong, customer-focused, and comfortable taking ownership of issues. The ideal candidate enjoys solving problems independently, assisting junior technicians, participating in projects, and building trusted relationships with clients.

This role offers significant career growth within a well-established and expanding MSP supporting a diverse client base throughout the Orange Country/LA Area, California.