What are the responsibilities and job description for the Support Desk Engineer position at Kidwell?
Brief Description
The Support Desk Engineer is responsible for providing remote and on-site technical support to multiple clients across a variety of environments. This role focuses on troubleshooting, resolving, and documenting IT issues while delivering excellent customer service in a fast-paced managed services environment.
Key Responsibilities
The Support Desk Engineer is responsible for providing remote and on-site technical support to multiple clients across a variety of environments. This role focuses on troubleshooting, resolving, and documenting IT issues while delivering excellent customer service in a fast-paced managed services environment.
Key Responsibilities
- Provide Tier 1 / Tier 2 technical support for end users across multiple client environments
- Troubleshoot hardware, software, network, and VoIP issues
- Respond to service tickets in a timely manner according to SLA requirements
- Document all work performed, resolutions, and client interactions in the ticketing system
- Support Microsoft 365, Windows OS, Active Directory, and common business applications
- Assist with onboarding/offboarding users (account setup, permissions, hardware provisioning)
- Monitor and respond to alerts from RMM and monitoring systems
- Escalate complex issues to senior engineers as needed
- Participate in system maintenance, patching, and basic project work
- Maintain strong communication with clients and internal team members
- 1–3 years of IT support experience (MSP experience preferred)
- Strong knowledge of:
- Windows 10/11 and basic Windows Server administration
- Microsoft 365 (Exchange, Teams, SharePoint)
- Active Directory and user management
- Basic networking (DNS, DHCP, TCP/IP)
- Experience with ticketing systems and remote support tools
- Excellent troubleshooting and problem-solving skills
- Strong communication and customer service skills
- Experience in a Managed Service Provider (MSP) environment
- Familiarity with RMM tools and PSA platforms
- Basic knowledge of virtualization (Hyper-V, VMware)
- Exposure to VoIP systems
- Industry certifications (CompTIA A , Network , or equivalent)
- Ability to prioritize and manage multiple tickets simultaneously
- Strong documentation habits
- Customer-focused mindset
- Ability to work independently and as part of a team
- Fast-paced, multi-client environment
- Combination of remote support and occasional onsite visits
- Participation in on-call rotation may be required