✦ Luna Orbit — IT Support & Helpdesk

Associate Systems Engineer - Northeast

at Net at Work

📍 Remote, US Remote Posted April 14, 2026
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Position Details

Type Full-Time
Experience entry
Exp. Years Not specified
Education Not specified
Category IT Support & Helpdesk

About this role

Net at Work is hiring an Associate Systems Engineer to provide first-level technical support and manage main-level ticket tracking for client environments. The role includes remote desktop-level fixes, Level 1 and some Level 2 troubleshooting in Mac OS and Windows, documentation, and reporting on KPIs like Average Time to Resolution, CSAT, and SLA adherence.

Key Responsibilities

  • Coordinate and/or perform remote desktop-level fixes including installing/upgrading software and file backups
  • Provide first line service desk troubleshooting (Level 1 and some Level 2) in Mac OS and Windows
  • Maintain ticketing platform updates and daily billable time entry (minimum 32hrs billable time)
  • Adhere to SOPs and maintain operational documentation and client documentation after network changes
  • Own KPI performance including Average Time to Resolution, CSAT, Employee Utilization, and SLA Adherences

Technical Overview

This is a service desk/field-adjacent technical support role supporting MSP-style client environments. You will troubleshoot hardware and software remotely, perform installations/upgrades and file backups, work with Mac OS and Windows, and support operational documentation and client onboarding/SOW delivery. Tooling explicitly referenced includes Google for Work, Cisco Meraki, and Dropbox.

Ideal Candidate

The ideal candidate is an entry-level technical support professional with experience working in an MSP or service desk environment, capable of resolving Level 1 and some Level 2 issues. They are comfortable performing remote desktop-level fixes, troubleshooting hardware and software in both Mac OS and Windows environments, and maintaining accurate ticket updates and operational documentation. They have exposure to common collaboration and endpoint tools such as Google for Work, Cisco Meraki, and Dropbox.

Must-Have Skills

Experience at an MSPservice desk and/or corporate IT ExperienceFirst line service desk troubleshooting; resolve basic level 1 and some level 2 issuesTroubleshoot hardware and accurately determine fixesAdherence to SOPs

Nice-to-Have Skills

Remote troubleshooting issues relating to hardware and software (Mac OSAppleGoogle for WorkCisco MerakiDropbox etc.)Maintain necessary professional certification statusesAssist with vendor certifications as required

Tools & Platforms

Mac OSWindowsAppleGoogle for WorkCisco MerakiDropboxticketing platformSOW (statement of work)

Required Skills

Service desk troubleshootingticket trackingremote fixesinstalling and upgrading softwarefile backupsMac OSWindowshardware troubleshootingSOP adherenceoperational documentationGoogle for WorkCisco MerakiDropboxSLACSAT

Hard Skills

Service desk troubleshootingTicket trackingFirst line technical supportRemote desktop fixesInstalling and upgrading softwareFile backupsConfiguring systems and applicationsMac OS troubleshootingWindows troubleshootingHardware troubleshootingOperational documentationSOP adherence (standard operating procedures)Researching technical problemsPost-resolution follow-upsOperational documentation and proceduresDaily operations status reportProject status reportsTicketing platform updatesBillable time entry within ticketing platformSLA adherenceAverage Time to ResolutionCSAT (Customer Satisfaction)AppleGoogle for WorkCisco MerakiDropboxClient network documentation updatesProfessional certification maintenanceVendor certifications supportDeliver Professional Services SOW (statement of work)Client Onboarding

Soft Skills

Situational awareness briefsDirect and indirect leadershipProfessional communicationTime managementAdherence to SOPs (process discipline)Customer-focused service deliveryCollaboration with Service CoordinationContinuous learning

Industry & Role

Industry Consulting
Job Function Deliver first-line technical support and ticket-based resolution for client environments while supporting implementations.
Role Subtype Service Desk Analyst
Tech Domains ITSM / ServiceNow

Keywords for Your Resume

Associate Systems EngineerASESystems Engineerservice deskMSPmanaged service providerticket trackingAverage Time to ResolutionCSATCustomer SatisfactionSLA AdherencesSLASOPsStandard Operating Proceduresremote fixesdesktop levelinstalling and upgrading softwarefile backupsMac OSWindowshardware troubleshootingoperational documentationpost-resolution follow-upsGoogle for WorkCisco MerakiDropbox

Deal Breakers

Must have experience at an MSP, service desk and/or corporate IT Experience, Must be able to troubleshoot basic Level 1 and some Level 2 issues in Mac OS and Windows environments

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