L1 IT Support Engineer — Microsoft 365 & Cloud Admin

Visa Hunt; United States; On-site; USD 42,000 - 62,000; Full time

Job summary

Visa Hunt is seeking an L1 Help Desk Technician in the United States to be the first point of contact for end users, resolving issues related to Microsoft 365, AD, and account access. You’ll log and track incidents via ServiceNow and provide guidance for basic 365 apps under supervision.

You will collaborate with remote teams, follow SOPs, and help grow cloud administration skills while delivering professional user support and documentation.

Qualifications

• 1+ year of IT Help Desk or technical support experience.
• Familiarity with Active Directory, Microsoft 365, and ServiceNow (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).

Responsibilities

• Serve as the initial point of contact for end-user technical issues and service requests via phone, email, and ticketing systems.
• Troubleshoot account issues in Active Directory and Microsoft Entra ID, including password resets, lockouts, and group membership updates.
• Provide basic support for Microsoft 365 applications such as Outlook, Teams, SharePoint, and OneDrive.
• Use ServiceNow 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.

Skills

Active Directory

Microsoft 365

ServiceNow

Communication

Customer service

Tools

Active Directory

Microsoft Entra ID

Microsoft 365 Admin Center

ServiceNow

Job description

Visa Hunt is seeking an L1 Help Desk Technician in the United States to be the first point of contact for end users, resolving issues related to Microsoft 365, AD, and account access. You’ll log and track incidents via ServiceNow and provide guidance for basic 365 apps under supervision.

You will collaborate with remote teams, follow SOPs, and help grow cloud administration skills while delivering professional user support and documentation.