{"id":2776436,"url":"https://alion.io/job/geeks-l1-it-support-engineer","title":"L1 IT Support Engineer","company":{"id":2779079,"name":"Geeks","domain":"geeks.com","url":"https://alion.io/company/geeks-com","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":["India"],"countries":["IN"],"hiring_countries":["IN"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"Gmail","optional":false},{"name":"Google Workspace","optional":false},{"name":"OneDrive","optional":false},{"name":"Outlook","optional":false},{"name":"ServiceNow","optional":false},{"name":"SharePoint","optional":false},{"name":"VPN","optional":false},{"name":"Wi-Fi","optional":false},{"name":"Windows","optional":false},{"name":"Windows Server","optional":false}],"status":"live","first_seen_at":"2026-09-29T19:01:14Z","employer_posted_date":null,"last_verified_at":"2026-09-29T19:01:14Z","board_verified":false,"closed_at":null,"days_open":23,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":23},"description":"At GEEKS, a Great Place to Work-Certified Managed Service Provider (MSP), we pride ourselves on delivering seamless IT solutions that drive client success while fostering a people-first culture. We believe that when our team thrives, the business thrives and our GPTW certification is a testament to that commitment.\n\nRole OverviewWe are looking for somebody not just looking for a job — but hungry to build a real tech career. Someone friends call when their systems break, and who loves solving problems almost as much as learning new tools. Somebody who wants to grow fast, get your hands dirty across modern SMB IT stacks, and work in a team that values curiosity, ownership, and action.\nThis is an MSP environment, so you will be supporting multiple clients, different IT environments, and competing priorities. You need to be comfortable moving between clients while maintaining strong ticket ownership, clear communication, accurate documentation, and SLA commitments.\nWe want someone who's not just capable — but coachable, curious, and obsessed with figuring things out.\n\nKey ResponsibilitiesRespond promptly and effectively to client tickets related to IT support requests and incidents\nSupport multiple SMB clients across different IT environments, technologies, and business requirements\nWork within defined SLA timelines, ensuring tickets receive timely responses, updates, and resolutions\nTake ownership of assigned tickets from initial response through resolution or appropriate escalation\nTroubleshoot and resolve issues related to:\nMicrosoft 365 (Outlook, Teams, SharePoint, OneDrive, Exchange Online)\nGoogle Workspace (Gmail, Drive, Admin Console)\nNAS devices (Synology, QNAP) including access and file sharing issues\nBasic Windows Server and Active Directory support (user accounts, permissions)\nBackup solutions (monitoring backups, restore requests)\nNetwork connectivity issues (Wi-Fi, switches, routers, VPN)\nEnd-user devices: desktops and laptops running Windows 10/11 and macOS\nPrinters, peripherals, and common office hardware support\nPerform user account management tasks: password resets, access provisioning, group memberships\nEscalate complex technical issues to senior engineers or specialists as needed, with clear troubleshooting notes\nMaintain accurate and detailed documentation of ticket progress and resolution steps\nFollow company IT policies and security best practices when handling client environments\nAssist with routine maintenance tasks such as software patching, updates, and system health checks\nCommunicate clearly and professionally with clients, ensuring timely updates and resolution\nMonitor ticket queues, priorities, and ageing tickets to ensure commitments are not missed\nContinuously learn and grow technical knowledge under guidance from senior team members.\n\nRequired Technical SkillsExperience or familiarity with Microsoft 365 and Google Workspace administration and user support\nBasic knowledge of Windows Server environments and Active Directory user management\nUnderstanding of NAS devices like Synology or QNAP and file sharing protocols (SMB, AFP)\nFundamental networking concepts: IP addressing, DHCP, DNS, VPN troubleshooting\nExperience supporting end-user devices on Windows 10/11 and macOS platforms\nFamiliarity with backup solutions and restoring data from backups\nAbility to troubleshoot common hardware and peripheral device issues\nComfortable working with ticketing / PSA systems and remote support tools\nUnderstanding of ticket priorities, SLA requirements, escalation processes, and service delivery workflows\nAbility to manage and prioritize multiple tickets across different clients.\n\nTraits & MindsetHands-on learner — you dive into tech, Google things fast, and don't get stuck\nProblem-solver at heart — you like figuring things out and finding smarter solutions\nStrong communicator — you explain things clearly, professionally, and with empathy\nHungry to grow — you're not afraid to ask questions, learn from feedback, and level up constantly\nSLA-conscious — you understand that good IT support means responding, communicating, and delivering within agreed timelines\nOwnership-driven — you take responsibility for your tickets and see them through to completion\nRemote-ready — you're reliable, disciplined, and thrive in flexible remote environments\nTeam-first attitude — you know when to escalate, when to ask, and when to own it\nClient-focused — you understand that you are representing GEEKS in every client interaction\nAdaptable — you are comfortable working across multiple clients, systems, and priorities.\n\nBasic Qualifications2- 4 years of experience in IT support or helpdesk, with previous MSP experience required\nExperience supporting multiple clients or multiple IT environments\nPrevious experience working with a ticketing / PSA system such as ConnectWise, Autotask, ServiceNow, Zendesk, Freshservice, or similar\nPractical understanding of SLA-driven IT support and ticket prioritization\nStrong problem-solving skills and attention to detail\nExcellent verbal and written communication skills with a customer-first mindset\nSelf-motivated, coachable, and eager to learn new technologies\nReliable home workspace with stable internet for remote work\nTeam player with the ability to escalate appropriately and collaborate with senior staff\nAbility to manage multiple tickets and priorities while maintaining SLA and client communication commitments.\n\nWhy Join UsFully remote role\nHands-on experience supporting multiple SMB clients across diverse IT environments\nExposure to a broad range of modern IT technologies and platforms\nExperience working within a professional, SLA-driven MSP environment\nMentor-driven environment focused on skill development and growth\nOpportunity to work alongside experienced L2 and L3 engineers\nOpportunity to build a career in IT support within a growing MSP\nWork in a Great Place to Work-Certified organization that values people, learning, and 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