Tier 1 Engineer - Systems Integrator

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