Provide first-line technical support for enterprise and public-sector environments. Resolve common Level 1 issues, follow documented procedures, and escalate issues appropriately. Collaborate with Level 2 and Level 3 teams for effective issue resolution.
Key Highlights
Key Responsibilities
Technical Skills Required
Benefits & Perks
Nice to Have
Job Description
About the Job
Job Title: Level 1 Engineer (Junior Helpdesk / Support Engineer)
Employment Type: Full-time
Work Mode: Remote
Location: United States (City of Adelanto, California – Remote)
Experience: 0–2 Years
AppXcess Technologies is seeking a proactive and customer-focused Level 1 Engineer (Junior Helpdesk / Support Engineer) to provide first-line technical support for enterprise and public-sector environments in the United States. This is a fully remote role, open to candidates based in the USA, supporting US-based users and systems in a structured IT services environment.
This position is ideal for early-career professionals looking to build strong fundamentals in IT support, enterprise systems, and managed services operations.
Position Summary
The Level 1 Engineer serves as the first point of contact for end-user technical issues and service requests. The role focuses on resolving common Level 1 issues, following documented procedures, maintaining accurate ticket documentation, and escalating issues appropriately. The engineer will work closely with Level 2 and Level 3 teams to ensure effective and timely issue resolution.
Key Responsibilities
End-User & Application Support
- Provide first-level remote technical support to end users across departments
- Handle common Level 1 issues related to:
- Windows 10 / 11 workstations and laptops
- Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
- Printers, peripherals, and basic conferencing tools
- Perform password resets, account unlocks, and basic access requests
- Assist with new user onboarding and offboarding following standard procedures
- Troubleshoot login, MFA, and basic access-related issues
Ticketing & Incident Management
- Log, track, and manage incidents and service requests using ticketing tools
- Perform initial triage and prioritization based on impact and urgency
- Escalate unresolved or complex issues to Level 2 / Level 3 teams
- Maintain clear, accurate, and timely ticket documentation
- Participate in daily operational updates and handovers
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Systems & Operations Support
- Perform basic troubleshooting for connectivity issues (LAN, Wi-Fi, VPN)
- Monitor support queues, alerts, and assigned tasks
- Assist senior engineers during maintenance and operational activities
- Verify endpoint health, patching status, and compliance as instructed
Security & Compliance Awareness
- Follow IT security policies, standards, and procedures
- Assist with basic endpoint security alerts and remediation steps
- Maintain confidentiality of organizational and user data
- Report security risks, suspicious activities, or policy deviations promptly
Collaboration & Communication
- Communicate clearly and professionally with end users and internal teams
- Work closely with Level 2 / Level 3 engineers for escalations and issue resolution
- Adhere to service quality standards, SLAs, and operational guidelines
- Demonstrate strong customer service, ownership, and accountability
Required Qualifications
Technical Skills
- 0–2 years of experience in IT support, helpdesk, or technical support roles
- Basic understanding of:
- Windows operating systems
- Microsoft 365 applications
- User account and access management
- Familiarity with ticketing systems such as Jira, Freshdesk, ServiceNow, or similar
- Basic knowledge of networking concepts (LAN, Wi-Fi, VPN) is a plus
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Soft Skills
- Strong customer service and interpersonal communication skills
- Ability to follow documented processes and escalation workflows
- Good documentation, organizational, and time management skills
- Willingness to learn and grow in an enterprise IT environment
Preferred Qualifications
- Internship or project experience in IT support or MSP environments
- Exposure to enterprise or public-sector IT environments
- Basic knowledge of Active Directory / Entra ID
- Entry-level certifications such as CompTIA A+, ITIL Foundation, or Microsoft Fundamentals are an advantage
What We Offer
- Fully remote role within the United States
- Exposure to enterprise and public-sector IT environments
- Structured onboarding, training, and mentorship
- Clear career progression to Level 2 Engineer / Systems Support roles
- Competitive salary and benefits based on experience
How to Apply
Interested candidates may send their updated resume to:
📧 careers@appxcess.com
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