Tier 1 IT Support Engineer

Job Summary  We are seeking a highly motivated and customer-focused Tier 1 IT Support Engineer to join our Service Desk team. This role serves as the first point of contact for all technical support issues, delivering quick and effective resolutions aligned with the ITIL framework. You will diagnose incidents, fulfill service requests, and escalate issues appropriately. All while delivering a high-quality support experience to our end users.  Key Goals and Expectations  Goal  Expectation  First Contact Resolution (FCR)  Resolve ≥70% of tickets at first touch  Customer Satisfaction (CSAT)  Maintain CSAT scores ≥90%  Ticket Response Time  Respond to all new tickets within 10 minutes  Escalation Accuracy  Properly escalate ≤30% of cases, with full documentation  Documentation  Log all actions clearly and use knowledge base consistently  Compliance  Adhere to ITIL-aligned processes and internal SOPs  Participation  Attend team stand-ups, submit process improvement ideas, and complete assigned training  Key Responsibilities  Incident Management  Log, triage, and troubleshoot user-submitted incidents using the ITSM platform  Perform initial diagnosis and apply KB-guided solutions  Identify root causes for common problems and propose workarounds  Resolve low impact, recurring technical issues independently  Request Fulfillment  Handle service requests such as:  Password resets  Account unlocks  Software installations  Basic access provisioning  Track fulfillment through standard workflows and maintain communication  Knowledge & Documentation  Reference knowledge base articles during ticket handling  Suggest updates to existing documentation or draft new KB entries as needed  Flag content gaps or inconsistencies  Escalation Handling  Use predefined Escalation Process Flow to determine Tier 2 handoffs  Document all steps taken before escalation, including:  Logs, screenshots, KB links  User interactions  Attempted fixes  Customer Interaction  Communicate effectively and empathetically with users  Provide regular updates and set expectations for resolution  Educate users on common issues and prevention steps  Required Skills & Experience  Basic knowledge of Windows OS, Office 365, remote support tools  Experience using ITSM tools (e.g., ConnectWise PSA, Dynamics 365 Customer Service)  Excellent verbal and written communication skills  Customer-first mindset and problem-solving attitude  Ability to follow structured processes and document work accurately  Preferred Qualifications:  CompTIA A+, Network+, or equivalent  Prior helpdesk or technical support experience (1+ years)  Success Metrics  FCR Rate: ≥70%  Average Handle Time (AHT): ≤12 minutes  Escalation Rate: ≤30%  Ticket Volume: 12–16 tickets/day  CSAT Score: ≥90%  SLA Response Compliance: 100% within response SLA  Work Schedule  8-hour shift during standard business hours (7:00 AM – 6 PM)  On-call participation: (None required for Tier 1)  Qualifications: Excellent customer service and interpersonal skillsHighly self-motivated and detail-orientedAbility to effectively prioritize and multi-task in a high-pressure environment.Strong background in Windows client operating systems, standard desktop applications, and user account management.Working knowledge of network support issuesWorking knowledge of remote working systems and supportAbility to work in a team-oriented collaborative environment.1 year to 2 years of service desk experience is preferred.At least 2 years of Customer Service experience required, 3 or more years preferred.Ability to install, configure and troubleshoot Windows client operating systems. Benefits:HealthDentalVision401k

Created: 2026-03-10