Systems Engineer Tier 1 Support

CompassMSP•Reading, PA

1d•Hybrid

About The Position

The IT Support Engineer I serves as the first point of contact for technical support requests from CompassMSP clients. This role provides remote and onsite technical support, troubleshooting, installation, maintenance, and end-user assistance across a variety of technologies including Microsoft environments, desktops, laptops, networking, and cloud services. The ideal candidate is customer-focused, technically curious, highly organized, and enjoys working in a collaborative team environment while supporting multiple clients and technologies.

Requirements

2+ years of IT support experience
Managed Services Provider (MSP) experience strongly preferred
Experience supporting Windows desktop environments
Experience supporting Microsoft 365
Experience deploying and troubleshooting: Desktop computers, Laptops, Printers, Peripheral devices
Working knowledge of: TCP/IP, DNS, DHCP, VPN, LAN/WAN networking
Excellent troubleshooting and analytical skills
Strong verbal and written communication skills
Excellent customer service skills
Ability to prioritize multiple tasks in a fast-paced environment
Valid driver's license and reliable transportation
Ability to pass a background check
Experience supporting multiple technologies from the list below: Hyper-V, VMware vSphere, Citrix, Microsoft Azure, Windows Server, Active Directory, Group Policy, SQL Server, Remote Desktop Services (Terminal Services), Firewalls and routers, Wireless networking, Structured cabling, Kaseya BMS, ConnectWise, Datto RMM, NinjaOne, Other PSA/RMM platforms

Nice To Haves

CompTIA A+
CompTIA Network+
Microsoft 365 Fundamentals (MS-900)
Microsoft Certified Fundamentals
Other Microsoft or CompTIA certifications

Responsibilities

Respond to and resolve client service requests through the ticketing system
Troubleshoot hardware, software, printer, email, and Microsoft 365 issues
Support Windows desktop and laptop environments
Configure and deploy new workstations and laptops
Install, configure, and troubleshoot business applications
Assist users with password resets, account administration, and access issues
Troubleshoot networking issues including: TCP/IP, DNS, DHCP, VPN connectivity, Wireless networking, WAN/LAN connectivity
Resolve workstation performance issues
Diagnose hardware failures and coordinate warranty replacements when necessary
Perform software updates and operating system maintenance
Assist with antivirus, encryption, backup, and endpoint security solutions
Monitor client environments using Remote Monitoring & Management (RMM) tools
Respond proactively to system alerts
Execute maintenance scripts and scheduled remediation tasks
Maintain accurate documentation of client environments and technical procedures
Document all work performed within the PSA/ticketing platform
Communicate clearly and professionally with clients throughout the support process
Provide timely updates on ticket status and resolution
Deliver exceptional customer service while managing multiple priorities
Escalate complex technical issues to senior engineers when appropriate
Travel to client locations as needed to perform: Hardware installations, Break/fix support, Network troubleshooting, Equipment replacements, User assistance
Assist with client projects, office moves, and technology deployments
Participate in the rotating on-call schedule
Assist with after-hours maintenance windows when required
Collaborate with engineering and project teams
Continue developing technical knowledge through training and certifications