IT Support Engineer (Tier 1)

Siepe•Durham, NC

8d•Onsite

About The Position

As a Tier 1 IT Support Engineer, you will serve as the first point of contact for technical support issues at a key client site. This role blends technical problem-solving with exceptional customer service/communication skills, supporting a cloud-first environment and high-demand financial users. It is vital that this role is carried out in a professional, courteous, and friendly manner as they will be working very closely with our client and represent Siepe onsite. We are currently seeking a customer serviceâfocused engineer to provide white-glove onsite support for a large client in the Durham, NC area. The position includes both walk-up and remote user support. The client environment is heavily cloud-based, with minimal on-premises infrastructure.

Requirements

2â3 years of previous IT support experience; MSP experience preferred
Expertise with ticketing systems, time entry/management, and SLA-driven environments
In-depth knowledge of Microsoft operating systems, including expert-level support of Windows 10 and 11 workstations
Working knowledge of Windows Server 2025, 2022, and 2019
Proficient in Microsoft Active Directory (traditional and Entra ID), including creating users, groups, and group policies with minimal guidance
Experience managing workstations in both traditional domain and Entra ID environments
Experience managing file server shares and permissions
Knowledge and experience with Microsoft 365, including user/account setup and configuration, Entra ID, SharePoint, Endpoint/Intune, Exchange Online, and Teams
Familiarity with Mobile Device Management (MDM) and Mobile Application Management (MAM), including Endpoint/Intune and Azure Conditional Access
Strong understanding of security best practices for securing local applications, end-user data, and workstations
Basic networking and infrastructure skills, including:
Firewall configuration and rule creation
Troubleshooting network routing and connectivity issues
Wireless network and access point setup and support
Amazon AWS and Microsoft Azure cloud support experience, including setup, configuration, design, and support of cloud-based workloads
Software deployment experience
Cloud VoIP experience
Experience with scripting, including PowerShell and command line
In-depth knowledge of supporting Microsoft Excel and add-ins
Bloomberg application support experience
Excellent communication and interpersonal skills
Excellent attention to detail and time management
Self-motivated, self-starter, and challenge-seeker
Must have current and ongoing authorization to work in the country of employment without the need for visa sponsorship, now or in the future.

Responsibilities

Delivering white glove service for support requests for end users, workstations, conference rooms, and any other IT managed resources
Work with our IT Infrastructure, Implementation, Relationship Management, and Service Desk teams supporting our client both as front-line Service Desk support, dedicated onsite support, and on implementation projects
Install, configure, and support local desktop applications in a Windows based environment
Install, configure, and support virtual and physical workstations (desktops/laptops with multiple monitors)
Monitor ticketing systems for inbound support requests, ensuring timely acknowledgment and response in accordance with defined SLAs
Monitor infrastructure and system alerts across all monitoring platforms, identifying, investigating, and escalating issues as required
Perform system health checks following a detailed checklist to verify the status of critical systems and services, addressing or escalating issues as necessary
Execute routine maintenance tasks as directed, ensuring adherence to standard operating procedures and change management processes
Managing and updating IT inventory
Coordinate escalations by contacting escalation team members or responsible personnel in the event of critical incidents requiring immediate attention.
Recommend and implement solutions that will help to propel Siepeâs reputation as a high-quality IT services provider in the financial services space
Work closely with senior leadership on opportunities where technical expertise is required during the business development process

Benefits

Competitive Compensation Packages, including Annual Performance-Based Bonuses
401(k) Retirement Plan with company match to support your long-term financial goals
Employee Referral Program â earn rewards for helping us grow our talented team
Comprehensive Health, Dental, Vision, and Life Insurance
Flexible plans tailored to support individuals and families
Annual investment in your Learning & Development goals
On-the-job exposure to innovative technologies and financial strategies
Growth opportunities in a collaborative, fast-paced environment that values continuous improvement
Flexible Time Off (FTO)
Flexibility to recharge and maintain work-life balance
Daily meal delivery allowance when working from the office
Monthly Celebrations and Quarterly Offsite Events
Annual Holiday Party to celebrate milestones and build team connection
A vibrant, inclusive office culture that blends fun with purpose