Tier 1 Support Engineer
About The Position
We believe talent deserves a human touch. Your application will be read by an actual person who’s excited to discover the real you. At NetSource One, a New Charter Technologies Company, we are seeking a Tier 1 Support Engineer to join our Help Desk team in Saginaw, Michigan. This is a full-time, on-site role based in our office five days per week, with occasional local travel to client locations, in a fast-paced Managed Services Provider (MSP) environment. As a Tier 1 Support Engineer, you will be the first point of contact for clients and play a critical role in delivering timely, professional, and customer-focused technical support. This entry-level role provides a strong foundation in IT support and offers opportunities to grow into Tier 1 Technician, Desktop Support, or IT Support Specialist. The ideal candidate is service-oriented, comfortable on the phone, detail-oriented, and eager to learn.
Requirements
- Entry-level IT experience, technical training, or relevant education
- Valid U.S. Driver’s License
- Basic knowledge of Microsoft Office applications
- Basic knowledge of Windows operating systems (Windows 7, 8, and 10)
- Willingness to be trained on and become proficient with the ConnectWise Suite
- Strong customer service mindset with a positive, service-oriented attitude
- Ability to work effectively in a team-based environment
- Excellent verbal and written communication skills
- Ability to adapt quickly to change and manage multiple tasks
- Strong attention to detail and problem-solving skills
- Ability to work well under pressure in a fast-paced environment
- Sound judgment to recognize when issues should be escalated
- Strong technical documentation and research skills
- Ability to communicate technical information clearly to a wide range of end users
- Competitive, driven mindset with persistence in overcoming challenges
Responsibilities
- Serve as first-level technical support for incoming service requests and incidents via the help desk and service boards
- Answer incoming support calls as the top priority and deliver a positive client experience
- Provide IT support for customers using Microsoft operating systems and Microsoft applications
- Gather initial information, troubleshoot issues, and document findings clearly and accurately in service tickets
- Perform initial troubleshooting on workstations and printers with a target resolution time of under 15 minutes
- Assist with virus and malware detection and remediation
- Initiate initial calls with Internet Service Providers (ISPs) when needed
- Monitor service boards and escalate tickets to appropriate teams for scheduling and resolution
- Follow up on open tickets to ensure timely resolution and clear communication
- Communicate with clients and internal team members regarding progress, next steps, and resolution status
- Monitor fax folders and other designated systems
- Maintain accurate documentation, configurations, and ticket updates
- Escalate issues appropriately using sound judgment
- Assist coworkers and support urgent service requests when necessary
- Perform other related duties as assigned
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
