IT Helpdesk Engineer Level 1

About the job IT Helpdesk Engineer Level 1

IT Helpdesk Engineer - Level 1

Managed IT Services Division

POSITION OVERVIEW

Ocean Tide is seeking L1 IT Helpdesk Engineers to provide first-line remote technical support for US-based enterprise customers. You will be the first point of contact for end users, handling tickets via our NinjaOne platform, resolving common issues, and escalating complex problems to L2. This is a remote helpdesk role supporting Microsoft 365 environments with a focus on fast resolution and excellent customer communication.

KEY RESPONSIBILITIES

• Serve as first point of contact for all incoming IT support tickets and requests
• Provide remote troubleshooting for desktops, laptops, printers, and peripherals
• Manage and administer Microsoft 365 user accounts (password resets, license assignments, mailbox permissions, Teams/SharePoint access)
• Perform basic Active Directory tasks (...