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titan-msp

Service Desk Engineer

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Service Desk Engineer, Level 1

Titan is an AI-native IT services firm. Autonomous agents resolve a growing share of tickets, and the human team handles what agents can't yet. As a Level 1 Service Desk Engineer, you're the front line. You own the tickets that reach a human, resolve them fast, and flag the patterns that should become automation.

This is not a traditional Tier 1 seat. You'll work alongside AI agents, not against them. The repetitive password resets and provisioning requests are increasingly handled by the system. Your job is to handle the cases that need judgment, escalate cleanly when they don't fit, and feed every recurring issue back to the people building the agents.

What you'll do

  • Own and resolve inbound service desk tickets across endpoint, identity, access, and connectivity issues, hitting SLA and CSAT targets.

  • Triage what comes in: resolve what you can, route what you can't, and document every step so the next person (or agent) is faster.

  • Work the escalation path between AI agents and senior engineers. Catch what agents miss, hand off what's above your tier.

  • Spot recurring issues and surface them to engineering and product so they become automated resolutions, not repeat tickets.

  • Keep documentation, runbooks, and knowledge articles current as the environment and tooling change.

What we're looking for

  • 1+ years in a service desk, help desk, or desktop support role (or equivalent hands-on experience).

  • Working knowledge of Windows, macOS, Active Directory / Entra ID, and common SaaS admin (Microsoft 365, Google Workspace).

  • Comfort with a ticketing system (ServiceNow, ConnectWise, or similar) and a habit of documenting clearly.

  • Strong written communication. You'll resolve a lot over chat and email.

  • Curiosity about automation and AI tooling, and the instinct to ask "why is this still a manual ticket?"

Nice to have

  • Scripting (PowerShell, Python) or any experience automating routine tasks.

  • Exposure to identity governance, MDM/Intune, or network basics.

  • MSP or multi-client environment experience.

Why Titan
You'll learn the service desk as it's being rebuilt around AI, not bolted onto it. Strong Level 1 engineers here grow into automation, escalation engineering, and specialist tracks fast, because the routine work keeps getting handed to the agents and the interesting work keeps landing on your desk.