Job Description

Looking for a role with plenty of growth opportunities?

Join a growing managed services provider delivering practical, cost-effective IT solutions and reliable support to help businesses manage their technology needs as they grow. The organization focuses on building long-term partnerships through expert guidance and dependable IT services.

The company is looking for a customer-focused Tier 1 Engineer to provide first-line technical support, troubleshoot common IT issues, and ensure a positive client experience. The role is an excellent entry point into managed services, offering structured onboarding, mentorship from senior engineers, hands-on exposure to escalated issues, and a clear path towards Tier 2.

Don’t miss out on this exciting opportunity and apply today!

Responsibilities:

• Serve as the first point of contact through phone, email, and ticketing systems.
• Log, categorize, prioritize, and document support tickets accurately.
• Troubleshoot common hardware, software, account, and connectivity issues.
• Support Microsoft 365, Office applications, Windows, and business software.
• Perform basic Active Directory and Microsoft Entra ID administration.
• Provision and support workstations using Intune, Autopilot, or imaging.
• Assist with user onboarding, offboarding, and device setup.
• Support MFA enrollment and password reset processes.
• Monitor and triage RMM alerts according to established procedures.
• Identify phishing and suspicious activity and escalate appropriately.
• Follow security verification procedures for account and access changes.
• Escalate issues outside Tier 1 scope with thorough documentation.
• Maintain communication with clients throughout the resolution process.
• Follow established SOPs, runbooks, and escalation procedures.
• Contribute to knowledge-base articles and technical documentation.
• Participate in after-hours and weekend support rotations.
• Participate in ongoing training and senior engineer ride-alongs

Skills/Must Have:

• 1+ year of end-user support or customer service experience.
• Working knowledge of Windows desktop operating systems.
• Experience with Microsoft 365 and Office applications.
• Understanding of basic networking concepts including IP, DNS, Wi-Fi, and VPN.
• Strong customer service and communication skills.
• Ability to troubleshoot issues using a logical process.
• Comfortable learning new technology and support platforms.
• Ability to follow documented procedures and security protocols.
• Strong judgment regarding when to escalate technical issues.
• Reliable attendance and punctuality.
• Valid driver's license and reliable transportation.
• Ability to participate in scheduled after-hours coverage.

Benefits:

• Health, dental, and vision insurance
• Company-paid life insurance
• Company-paid disability coverage
• 401(k) with company match
• Paid time off and holidays
• Paid certification exams and renewals
• Structured onboarding and senior engineer mentorship
• Defined Tier 1 to Tier 2 career progression
• Compensation increase upon Tier 2 advancement
• Shift differential for scheduled after-hours coverage
• Remote-first work environment
• Occasional onsite client support

Salary:

• $46,000 to $60,000 based on experience 

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