Looking for a role with plenty of growth opportunities? Join a growing managed services provider delivering practical, cost-effective IT solutions and reliable support to help businesses manage their technology needs as they grow. The organization focuses on building long-term partnerships through expert guidance and dependable IT services. The company is looking for a customer-focused Tier 1 Engineer to provide first-line technical support, troubleshoot common IT issues, and ensure a positive client experience. The role is an excellent entry point into managed services, offering structured onboarding, mentorship from senior engineers, hands-on exposure to escalated issues, and a clear path towards Tier 2. Don’t miss out on this exciting opportunity and apply today! Responsibilities: • Serve as the first point of contact through phone, email, and ticketing systems. • Log, categorize, prioritize, and document support tickets accurately. • Troubleshoot common hardware, software, account, and connectivity issues. • Support Microsoft 365, Office applications, Windows, and business software. • Perform basic Active Directory and Microsoft Entra ID administration. • Provision and support workstations using Intune, Autopilot, or imaging. • Assist with user onboarding, offboarding, and device setup. • Support MFA enrollment and password reset processes. • Monitor and triage RMM alerts according to established procedures. • Identify phishing and suspicious activity and escalate appropriately. • Follow security verification procedures for account and access changes. • Escalate issues outside Tier 1 scope with thorough documentation. • Maintain communication with clients throughout the resolution process. • Follow established SOPs, runbooks, and escalation procedures. • Contribute to knowledge-base articles and technical documentation. • Participate in after-hours and weekend support rotations. • Participate in ongoing training and senior engineer ride-alongs Skills/Must Have: • 1+ year of end-user support or customer service experience. • Working knowledge of Windows desktop operating systems. • Experience with Microsoft 365 and Office applications. • Understanding of basic networking concepts including IP, DNS, Wi-Fi, and VPN. • Strong customer service and communication skills. • Ability to troubleshoot issues using a logical process. • Comfortable learning new technology and support platforms. • Ability to follow documented procedures and security protocols. • Strong judgment regarding when to escalate technical issues. • Reliable attendance and punctuality. • Valid driver's license and reliable transportation. • Ability to participate in scheduled after-hours coverage. Benefits: • Health, dental, and vision insurance • Company-paid life insurance • Company-paid disability coverage • 401(k) with company match • Paid time off and holidays • Paid certification exams and renewals • Structured onboarding and senior engineer mentorship • Defined Tier 1 to Tier 2 career progression • Compensation increase upon Tier 2 advancement • Shift differential for scheduled after-hours coverage • Remote-first work environment • Occasional onsite client support Salary: • $46,000 to $60,000 based on experience