Level 1 Engineer

**Job Description:** Level 1 Help Desk Technician provides front\-line technical support to external business clients. This role focuses on resolving tier\-1 hardware, software, and network issues remotely while delivering exceptional customer service. When problems exceed Tier 1 scope, the technician gathers detailed diagnostic information and escalates the ticket to higher\-tier engineers. **Job Responsibility**: * Client Support \& Triage: Act as the first point of contact for technical requests via phone, email, chat and web portal; perform initial problem identification and categorization. * Technical Troubleshooting: Resolve core user issues including password resets, account provisioning (Active Directory / Microsoft 365, Google Workspace), VPN/connectivity issues, printer mapping, and basic desktop software glitches. * Ticket Management: Accurately document all customer interactions, steps taken, and resolution details within the company’s Professional Services Automation (PSA) tool. * Remote Management: Utilize Remote Monitoring and Management (RMM) tools to access client systems, run basic scripts, and verify system status. * Escalation \& Collaboration: Gather relevant logs and diagnostic information to smoothly escalate unresolved tickets to Tier 2/3 engineers or specialized teams. **Qualifications \& Requirements:** * Experience: 0–2 years of experience in an IT help desk, service desk, or customer\-facing technical support role. * Technical Knowledge: Working knowledge of Windows 10/11, macOS, Microsoft 365 administration, Active Directory, basic networking concepts (TCP/IP, DNS, DHCP), and mobile OS platforms. * Certifications (Beneficial): CompTIA A\+, CompTIA Network\+, Microsoft Certified: Fundamentals, or equivalent industry certifications. * Soft Skills: Strong verbal and written communication skills, high empathy, patience with non\-technical end users, and the ability to multitask effectively in a fast\-paced environment.Demonstrate the ability to qualify, penetrate, and close new accounts **Salary:** **$40,000 – $50,000**