Home Jobs Helpdesk Engineer (L1)
Back to Jobs

Helpdesk Engineer (L1) - Job Opportunity at Sentant, LLC

Remote, US
Full-time
Entry-level
Posted: March 18, 2025
Remote
USD 55,000 - 65,000 per year

Key Responsibilities

Lead first-line technical support operations with focus on maintaining 6+ billable hours daily
Manage comprehensive ticket resolution process including diagnosis, escalation, and documentation
Drive client satisfaction through proactive communication and support delivery targeting 4.8+ CSAT score
Execute system access management including onboarding/offboarding and security protocols
Contribute to knowledge base development and process improvement initiatives

Requirements

Experience

Proven experience in helpdesk or technical support role

Required Skills

Strong knowledge of Windows and Mac operating systems Excellent communication and interpersonal skills Ability to work well under pressure and in a fast-paced environment

Certifications

Certifications are a plus
Advertisement
Ad Space

Sauge AI Market Intelligence

Industry Trends

Increasing demand for hybrid support capabilities across both Windows and Mac environments reflects the growing BYOD trend in modern workplaces Focus on billable hours metrics indicates a managed service provider (MSP) business model, which is experiencing significant growth in the SMB market Emphasis on CSAT scores above 4.8 suggests a highly competitive market where service quality is a key differentiator

Salary Evaluation

The offered salary range of $55,000-$65,000 is slightly below market average for remote L1 support roles, which typically range from $60,000-$75,000 in current market conditions

Role Significance

Typical MSP L1 support teams range from 5-15 engineers depending on client portfolio size
Entry-level position with clear advancement potential based on performance metrics and technical skill development

Key Projects

Client system modernization and standardization initiatives Service delivery optimization and automation implementation Knowledge base development and maintenance Client onboarding and technology transition support

Success Factors

Strong time management skills to maintain high billable hours while ensuring quality support Excellent documentation abilities to build and maintain knowledge base Adaptability to handle various client environments and communication styles Quick learning capability to master new technologies and client-specific systems

Market Demand

High demand with steady growth projected as businesses continue to digitize and require more technical support services

Important Skills

Critical Skills

Windows and Mac OS troubleshooting fundamentals are essential as they form the core of daily support tasks Client communication skills are crucial given the direct client interaction nature of the role Time management and prioritization abilities are vital for meeting billable hours targets

Beneficial Skills

Knowledge of cloud services and productivity tools enhances support capability Understanding of ITIL practices aids in professional growth Automation and scripting skills can improve efficiency and value delivery

Unique Aspects

Strong focus on quantifiable performance metrics (6 billable hours, 4.8 CSAT) indicates sophisticated service delivery model
Emphasis on documentation and knowledge base contribution suggests investment in scalable support infrastructure
Clear escalation paths and team collaboration framework shows mature operational structure

Career Growth

Typical progression to L2 role within 18-24 months based on performance and skill development

Potential Next Roles

L2 Support Engineer Technical Team Lead Systems Administrator Client Success Manager

Company Overview

Sentant, LLC

Sentant, LLC appears to be a growing managed service provider focusing on comprehensive IT support services for business clients

Emerging player in the MSP market with structured service delivery processes indicating professional maturity
Remote-first organization suggesting nationwide service capability
Performance-driven environment with clear metrics and emphasis on client satisfaction
Advertisement
Ad Space
Apply Now

Data Sources & Analysis Information

Job Listings Data

The job listings displayed on this platform are sourced through BrightData's comprehensive API, ensuring up-to-date and accurate job market information.

Sauge AI Market Intelligence

Our advanced AI system analyzes each job listing to provide valuable insights including:

  • Industry trends and market dynamics
  • Salary estimates and market demand analysis
  • Role significance and career growth potential
  • Critical success factors and key skills
  • Unique aspects of each position

This integration of reliable job data with AI-powered analysis helps provide you with comprehensive insights for making informed career decisions.