Tier 1 Support Engineer (On-Site)
About The Position
Entry-level on-site IT helpdesk role focused on answering calls, troubleshooting basic tech issues, managing tickets, and supporting Microsoft-based systems, with training and growth potential into advanced engineering roles. The Tier 1 Support Engineer is an entry level position that offers the possibility of advancing into a position as a full-time Systems or Network Engineer in a fast-growing company. The Tier 1 Support Engineer is responsible for handling first level service requests and incidents as they initially come into the helpdesk and service boards. This relates to technologies including printers, workstations, servers, network equipment and other vendor specific hardware. IT support for customers using Microsoft operating systems and applications.
Requirements
- Must possess a valid U.S. Driver’s License
- Works well in a team
- Outstanding interpersonal abilities
- Positive, service-oriented personality
- Ability to adapt quickly to changes
- Good work habits under pressure
- Excellent verbal & written communication skills
- Sound judgement to know when to escalate issues to management
- Attention to detail, plus strong analytical and problem-solving capabilities
- Thorough technical documentation skills
- Ability to research solutions or information regarding technical issues
- Ability to communicate technical information, both verbal and written to a wide range of end-users
- Ability to adapt quickly to changes and multi-task
- Competitive, high achiever who persists despite obstacles, opposition, or setbacks
- Basic knowledge of Microsoft Office applications
- Basic knowledge of Windows 7, 8 and Windows 10 operating systems
Nice To Haves
- Not proficient in ConnectWise Suite but training to be proficient
Responsibilities
- Answering phones
- Responsible for initial information gathering
- Virus & Malware detection and removal
- Initial troubleshooting on workstations & printers < 15 minutes
- Initial ISP calls
- Responsible for service board monitoring and escalations
- Responsible for ticket follow-ups
- Monitoring of the Fax Folder
- Gathering necessary information and documenting in tickets
- Escalating tickets to the appropriate department for scheduling
- Communicating with clients and co-workers and updating tickets immediately stating progress and next steps
- Keeping documentation and configurations up to date
- All other duties requested including helping co-workers and assisting with urgent service requests when necessary
Benefits
- Competitive wages
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
