Level 1 Engineer

Level 1 Help Desk Technician provides front-line technical support to external business clients. This role focuses on resolving tier-1 hardware, software, and network issues remotely while delivering exceptional customer service. When problems exceed Tier 1 scope, the technician gathers detailed diagnostic information and escalates the ticket to higher-tier engineers.

Job Responsibility:

• Client Support & Triage: Act as the first point of contact for technical requests via phone, email, chat and web portal; perform initial problem identification and categorization.
• Technical Troubleshooting: Resolve core user issues including password resets, account provisioning (Active Directory / Microsoft 365, Google Workspace), VPN/connectivity issues, printer mapping, and basic desktop software glitches.
• Ticket Management: Accurately document all customer interactions, steps taken, and resolution details within the company’s Professional Services Automation (PSA) tool.
• Remote Management: Utilize Remote Monitoring and Management (RMM) tools to access client systems, run basic scripts, and verify system status.
• Escalation & Collaboration: Gather relevant logs and diagnostic information to smoothly escalate unresolved tickets to Tier 2/3 engineers or specialized teams.

Qualifications & Requirements:

• Experience: 0–2 years of experience in an IT help desk, service desk, or customer-facing technical support role.
• Technical Knowledge: Working knowledge of Windows 10/11, macOS, Microsoft 365 administration, Active Directory, basic networking concepts (TCP/IP, DNS, DHCP), and mobile OS platforms.
• Certifications (Beneficial): CompTIA A+, CompTIA Network+, Microsoft Certified: Fundamentals, or equivalent industry certifications.
• Soft Skills: Strong verbal and written communication skills, high empathy, patience with non-technical end users, and the ability to multitask effectively in a fast-paced environment.Demonstrate the ability to qualify, penetrate, and close new accounts

Salary: $40,000 – $50,000