About the role

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 (account unlocks, group membership changes, password resets)
Triage and categorize incoming tickets by priority and type
Resolve L1 issues within SLA targets (password resets, software installs, connectivity issues, email configuration)
Provide basic troubleshooting for customer business applications (ERP, CRM, industry-specific software, web-based platforms)
Assist with software installation, configuration, updates, and license management for standard and customer-specific applications
Escalate unresolved issues to L2 with clear documentation of troubleshooting steps taken
Document all interactions and resolutions in NinjaOne ticketing system
Assist with new hire onboarding (account creation, email setup, software provisioning)
Assist with employee offboarding (account disabling, license recovery, access removal)
Follow standard operating procedures (SOPs) and runbooks for common issue resolution
Monitor RMM alerts and respond to automated notifications from NinjaOne
Maintain knowledge base articles for recurring issues
Log and track all work in ticketing/PSA systems (NinjaOne Ticketing, HaloPSA, or similar)
REQUIRED QUALIFICATIONS
Minimum 1 year experience in IT remote helpdesk or technical support role
Hands-on experience managing Microsoft 365 environments (Exchange Online, Teams, SharePoint, OneDrive, Entra ID)
Basic understanding of Active Directory (user accounts, groups, OUs, GPO basics)
Experience with remote desktop tools and remote troubleshooting
Strong troubleshooting skills for Windows 10/11 operating systems
Ability to learn and troubleshoot new software applications quickly (business apps, web platforms, industry-specific tools)
Familiarity with basic networking concepts (DNS, DHCP, TCP/IP, VPN connectivity)
Excellent English communication skills (written and verbal) - supporting US-based end users
Customer-first attitude with patience and professionalism
Ability to work independently in a remote or co-located team environment
PREFERRED QUALIFICATIONS
Experience with NinjaOne RMM platform (administration, ticketing, remote access)
Experience with ticketing/ITSM/PSA systems (NinjaOne Ticketing, HaloPSA, Freshdesk, Zendesk, ConnectWise, Autotask, or similar)
Familiarity with endpoint security tools (antivirus, EDR/XDR concepts)
Experience supporting Mac OS in addition to Windows
Basic Linux familiarity (navigation, file management, service restarts)
Prior BPO or offshore IT support experience serving US clients
Experience with VoIP/phone system support
CERTIFICATIONS
Required: None (but entry-level IT certifications strongly preferred)
Preferred: CompTIA A+, CompTIA IT Fundamentals (ITF+), Microsoft 365 Certified: Fundamentals (MS-900), ITIL Foundation
TOOLS & TECHNOLOGY

Primary Platform: NinjaOne RMM (endpoint management, ticketing, remote access, patch management)

PSA/Ticketing: NinjaOne Ticketing, HaloPSA (or equivalent PSA platform)

Core Environment: Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive, Entra ID)

OS Support: Windows 10/11 (primary), Mac OS (secondary), Linux (basic awareness)

Security: Endpoint security / XDR / EDR platforms (awareness level)

Networking: Basic DNS, DHCP, TCP/IP, VPN connectivity troubleshooting

Collaboration: Microsoft Teams, email-based ticket communication
Originally posted on Himalayas

Interview prep

Walk in with sharper answers.

Use this as a quick practice sheet before you speak with the employer.

Entry

Technology & IT Administration CRM Remote Collaboration Writing Entry level full-time

Likely questions

Tell us about work you have done that is close to the IT Helpdesk Engineer Level 1 role.
How would you approach your first 30 days at Ocean Tide Partners?
Which of Administration, CRM and Remote Collaboration have you used recently, and what did it help you achieve?
What have you learned quickly in a past role, project, or training experience?
How do you handle busy days, changing priorities, or pressure at work?

Prepare before the call

A recent example that proves your experience with Administration, CRM and Remote Collaboration.
One short story with a problem, your action, and the result.
Two examples that show the strengths listed on your CV.
A clear reason why this role and company interest you.
Your availability, preferred work style, and salary expectations.

Ask them

What would success look like in the first 90 days?
What are the main problems this hire should help solve?
How does the team give feedback and measure good work?
What does a normal working week look like for this role?

Practice line

I am interested in the IT Helpdesk Engineer Level 1 role because I can bring practical experience in Administration, CRM and Remote Collaboration, learn the team quickly, and contribute to the outcomes Ocean Tide Partners needs from this hire.

IT Helpdesk Engineer Level 1

About the role

Walk in with sharper answers.

Likely questions

Prepare before the call

Ask them

Related jobs.