IT Support Engineer (Level 1)

About The Role

We’re looking for a tech-savvy, resourceful, and enthusiasticLevel 1 IT Support Engineerto be the first line of defense for our clients' technical issues. From software snafus to hardware headaches, you’ll troubleshoot, support, and guide users to successful solutions—keeping systems humming and customers happy. You'll also contribute to documentation, support internal projects, and occasionally assist sales with your technical insight.

If you enjoy solving problems, staying organized, and making clients smile, you’ll feel right at home here.

Key ResponsibilitiesPrimary Support Duties

• Respond to customer inquiries via phone, email, and ticketing systems with speed and empathy.
• Resolve technical issues at first contact whenever possible.
• Use ticketing systems to manage and track service requests.
• Maintain and update client documentation with precision.
• Monitor and manage the support queue and escalate as needed.
• Utilize RMM tools for monitoring and routine maintenance.
• Provide on-site support when remote tools won't cut it.
  
  

Project Contributions

Assist with workstation setups, software installations, and other project-based tasks.

Deliver accurate and efficient work with minimal need for revisions (<5% rework target).

Team & Workflow

• Participate in daily standups to align on support priorities.
• Identify risks or potential problems early and escalate appropriately.
• Keep clients informed on progress and ticket status.
• Submit timesheets and expense reports on schedule.
  
  

Collaboration & Process Improvement

• Follow schedules and SOPs consistently and professionally.
• Adhere to company security standards and protocols.
• Share insights and suggestions to help improve tools, workflows, and client experience.
• Support the team with flexibility and a positive attitude.
  
  

Required Technical Skills

• Proficiency with Windows and macOS environments.
• Experience supporting Office 365, IP phone systems, and printer hardware.
• Understanding of networking fundamentals and basic troubleshooting.
• Familiarity with backup and disaster recovery processes.
• Exposure to Azure (basic knowledge required; deeper learning encouraged).
• Hands-on with support tools like NinjaOne, PRTG, and Huntress.
  
  

Qualifications

• Degree or diploma in Computer Science, Information Technology, or equivalent experience.
• Strong written and verbal communication skills.
• Ability to simplify complex technical topics for non-technical users.
• Prior experience in an MSP (Managed Service Provider) or systems integrator (SI) environment is a big plus.
• Certifications such as ITIL v4, CompTIA A+, Network+, CCNA, or MCSA are highly desirable.