Tier 1 Support Engineer
Job Summary
Proactive and customer-focused, the fully remote Tier 1 Support Engineer will serve as the first point of contact for clients seeking technical assistance, providing efficient support for IT issues through various communication channels while ensuring high client satisfaction.
Key responsibilities
- Respond to client inquiries and technical support requests via phone, email, and ticketing systems in a timely manner
- Troubleshoot and resolve basic hardware, software, and network issues for desktops, laptops, and mobile devices
- Document client interactions and escalate complex issues to Tier 2/3 support as needed
Required qualifications
- 2+ years of experience in a help desk, IT support, or customer service role
- Foundational knowledge of Windows and Mac operating systems
- Familiarity with Microsoft 365, Active Directory, and common business applications
- Basic understanding of networking concepts (TCP/IP, DNS, DHCP)
- High school diploma or equivalent required; IT certifications (CompTIA A+, Network+, etc.) preferred
Complete Job Description
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