L1 Help Desk Lead

. This role is perfect for someone looking to gain hands-on experience in a fast-paced MSP environment and build a strong foundation in IT support and cloud administration.

Key Responsibilities

• Serve as the initial point of contact for end-user technical issues and service requests via phone, email, and ticketing systems.

to log, track, and manage incidents, ensuring timely resolution or escalation.

• Support Microsoft 365 environments under the guidance of senior staff (e.g., mailbox permissions, license verification, Intune device enrollments).
• Escalate advanced issues—such as device compliance, Conditional Access modifications, and file migrations—to L2+ engineers.
• Follow documented SOPs and contribute to internal documentation (e.g., knowledge-base articles).
• Maintain clear, professional communication with end users throughout the support process.

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basic troubleshooting during cloud storage transitions.

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Qualifications

• 1+ year of IT Help Desk or technical support experience.
• Familiarity with Active Directory

,

(or similar platforms).

• Strong communication and customer service skills.
• Ability to follow processes and collaborate effectively with remote teams.
• Eagerness to learn and grow in cloud administration and endpoint security.
• Ability to create and maintain documentation (e.g., KB articles).

Originally posted on Himalayas