Support Engineer Tier I

Global Business Solutions • Newport, KY

3d

About The Position

The Tier I Support Engineer troubleshoots technology issues for clients remotely and/or onsite. Service tickets are tracked through CRM software, and the primary client communication methods are phone and email. The role reports to the Service Desk Management Team.

The position involves configuring, managing, troubleshooting, and repairing a range of IT systems and equipment, as well as participating in training to develop skills and stay current with industry best practices. It also includes vendor coordination, direct customer communication, participation in an after-hours on-call rotation, and occasional travel to customer locations for troubleshooting or deployments.

Requirements

• Bachelor's degree, or 1–3 years of equivalent experience and/or certifications.
• Logical approach to problem-solving.
• Organization and time-management skills.
• Ability to communicate effectively with team members and clients.
• Willingness to collaborate in a team environment.

Nice To Haves

• 1–3 years of IT support experience.
• 1–3 years of Active Directory experience.
• 1–3 years of Microsoft 365 management experience.

Responsibilities

• Configure, manage, troubleshoot, and repair server virtualization systems, including VMware and Hyper-V.
• Configure, manage, troubleshoot, and repair routing and switching systems.
• Troubleshoot hardware, including desktops, laptops, and printers.
• Manage and configure firewalls.
• Manage VoIP/UCaaS systems.
• Manage MDR, antivirus, and EDR systems.
• Manage wireless systems, RDS/Citrix, SAN, and backups.
• Troubleshoot a varied range of software platforms.
• Participate in comprehensive training to improve job-related skills and knowledge and stay updated with industry best practices.
• Communicate effectively with hardware and software vendors to support customer needs.
• Communicate with customers by phone, email, and in-person discussions.
• Participate in an on-call rotation with other support engineers for after-hours or emergency calls.
• Occasionally travel to customer locations for troubleshooting that cannot be completed remotely or for software and hardware deployments.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level