Support Services Representative Level 1

Regal • Knoxville, TN

2d • Hybrid

About The Position

As a Support Services Representative, you will be the first point of contact for technical support, providing Tier 1 assistance for software, hardware, and network-related issues across both domestic and international locations. This role plays a critical part in keeping core business and theatre operations running smoothly by delivering timely, professional, and customer-focused technical support. In this role, you’ll work in a fast-paced, 24x7 contact center environment, collaborating with internal IT teams and external partners to troubleshoot issues, escalate critical incidents, and ensure a high-quality support experience. If you enjoy solving problems, learning new technologies, and supporting users remotely, this role offers variety, responsibility, and growth.

Requirements

• Strong troubleshooting and customer service skills, with the ability to resolve technical issues efficiently.
• Comfortable multitasking in a fast-paced, shift-based environment, including weekends and on-call coverage.
• Familiarity with Microsoft Office/365 and eagerness to learn new tools, technologies, and basic Cisco/SSH commands.
• Clear and professional communication with users, teammates, vendors, and leadership.
• 1–2 years of hands-on technical and customer service experience.
• An associate degree or equivalent experience.

Responsibilities

• Log, categorize, prioritize, and manage incoming support cases using an ITIL-based ticketing system.
• Provide first-level support for software, hardware, and connectivity issues via phone, remote tools, chat, and email.
• Perform Tier 1 NOC support, including proprietary hardware troubleshooting, port security management, and basic switch configuration.
• Escalate critical or complex issues to the appropriate technical teams and follow through to resolution.
• Document issues, solutions, and procedures in a shared knowledge base while providing support for core business and payroll systems.

Benefits

• Discretionary annual bonus
• Free movie passes and discounted concessions at any Regal location
• Paid vacation time and sick leave
• Eligibility to participate in our 401(k) retirement plan with company match after age 21 and one month of service
• Summer half-day Fridays during the summer season
• Medical and prescription coverage, with company contributions toward the cost
• Company-paid life insurance and disability insurance at no cost to employees
• Dental, vision, and supplemental life insurance options available for employees and their dependents
• Additional coverage options including accident, critical illness, and hospital indemnity insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 1,001-5,000 employees