Tier 1 Engineer, End User Support (Fully Remote)

Magna5 MS • Pittsburgh, PA

2d • Remote

About The Position

While we prefer candidates based in or near Pittsburgh PA area, we are open to a fully remote arrangement based in the U.S., for the right fit. We are seeking a proactive and customer-focused Tier 1 Engineer to join our growing team. In this role, you will serve as the first point of contact for clients seeking technical assistance via phone, email, or our ticketing system. You will provide efficient and effective support for a range of IT issues, ensuring client satisfaction through excellent communication and problem-solving skills. Engineer will work closely with the other staff members under the End User Support Manager direction.

Requirements

• 2+ years of experience in a help desk, IT support, or customer service role (MSP experience a plus).
• Experience with PSA and RMM Tools
• Foundational knowledge of Windows and Mac operating systems.
• Familiarity with Microsoft 365, Active Directory, and common business applications.
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP).
• Strong verbal and written communication skills.
• Excellent problem-solving abilities and attention to detail.
• Ability to multitask, prioritize, and work effectively in a fast-paced environment.
• High school diploma or equivalent required

Nice To Haves

• IT certifications (CompTIA A+, Network+, etc.) preferred.
• At least one certification in: CompTIA A+, N+, or S+, Microsoft Beginner Certificates
• Candidates with multiple certifications will have priority consideration

Responsibilities

• Respond to client inquiries and technical support requests via phone, email, and ticketing systems in a timely and professional manner.
• Troubleshoot and resolve basic hardware, software, and network issues for desktops, laptops, printers, and mobile devices.
• Escalate complex issues to Tier 2/3 support according to established procedures.
• Document all client interactions, troubleshooting steps, and resolutions accurately within the service management platform.
• Perform password resets, account unlocks, and basic user administration in Active Directory, Office 365, and similar environments.
• Follow up with clients to ensure issues are fully resolved and provide status updates as needed.
• Maintain a high level of customer satisfaction through friendly, empathetic communication and a commitment to quality service.
• Participate in ongoing training to develop technical skills and stay current with new technologies and company procedures.

Benefits

• Paid time off including paid holidays and floating holidays
• Bonus potential based on individual and company performance
• Highly competitive and flexible medical, dental, and vision benefits plans
• 401(k) with employer match
• Tailored Life and Disability insurance plans
• Full reimbursement for approved professional certification and career enriching opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED