Tier 1 IT Support Engineer
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Job Location:
Houston, MS - USA
Monthly Salary:
Not Disclosed
Posted on:
10 hours ago
Vacancies:
1 Vacancy
Job Summary
Job Summary
We are seeking a highly motivated and customer-focused Tier 1 IT Support Engineer to join our Service Desk team. This role serves as the first point of contact for all technical support issues delivering quick and effective resolutions aligned with the ITIL framework. You will diagnose incidents fulfill service requests and escalate issues appropriately. All while delivering a high-quality support experience to our end users.
Key Goals and Expectations
Goal | Expectation |
First Contact Resolution (FCR) | Resolve 70% of tickets at first touch |
Customer Satisfaction (CSAT) | Maintain CSAT scores 90% |
Ticket Response Time | Respond to all new tickets within 10 minutes |
Escalation Accuracy | Properly escalate 30% of cases with full documentation |
Documentation | Log all actions clearly and use knowledge base consistently |
Compliance | Adhere to ITIL-aligned processes and internal SOPs |
Participation | Attend team stand-ups submit process improvement ideas and complete assigned training |
Key Responsibilities
Incident Management
Log triage and troubleshoot user-submitted incidents using the ITSM platform
Perform initial diagnosis and apply KB-guided solutions
Identify root causes for common problems and propose workarounds
Resolve low impact recurring technical issues independently
Request Fulfillment
Handle service requests such as:
Password resets
Account unlocks
Software installations
Basic access provisioning
Track fulfillment through standard workflows and maintain communication
Knowledge & Documentation
Reference knowledge base articles during ticket handling
Suggest updates to existing documentation or draft new KB entries as needed
Flag content gaps or inconsistencies
Escalation Handling
Use predefined Escalation Process Flow to determine Tier 2 handoffs
Document all steps taken before escalation including:
Logs screenshots KB links
User interactions
Attempted fixes
Customer Interaction
Communicate effectively and empathetically with users
Provide regular updates and set expectations for resolution
Educate users on common issues and prevention steps
Required Skills & Experience
Basic knowledge of Windows OS Office 365 remote support tools
Experience using ITSM tools (e.g. ConnectWise PSA Dynamics 365 Customer Service)
Excellent verbal and written communication skills
Customer-first mindset and problem-solving attitude
Ability to follow structured processes and document work accurately
Preferred Qualifications:
CompTIA A Network or equivalent
Prior helpdesk or technical support experience (1 years)
Success Metrics
FCR Rate: 70%
Average Handle Time (AHT): 12 minutes
Escalation Rate: 30%
Ticket Volume: 1216 tickets/day
CSAT Score: 90%
SLA Response Compliance: 100% within response SLA
Work Schedule
8-hour shift during standard business hours (7:00 AM 6 PM)
On-call participation: (None required for Tier 1)
Qualifications:
- Excellent customer service and interpersonal skills
- Highly self-motivated and detail-oriented
- Ability to effectively prioritize and multi-task in a high-pressure environment.
- Strong background in Windows client operating systems standard desktop applications and user account management.
- Working knowledge of network support issues
- Working knowledge of remote working systems and support
- Ability to work in a team-oriented collaborative environment.
- 1 year to 2 years of service desk experience is preferred.
- At least 2 years of Customer Service experience required 3 or more years preferred.
- Ability to install configure and troubleshoot Windows client operating systems.
Benefits:
Health
Dental
Vision
401k
Key Skills
- Engineering Support
- Law Enforcement
- ABB
- Information Security
- Adobe Dreamweaver
- Data Analysis
About Company
Job Title:Technology Success Manager (TSM)Job Status:Full-time (In-Office)Department/Group:Managed Services GroupEmployee Type:ExemptReports to:Director of Clie...
