Tier 1 IT Support Engineer

Houston, MS - USA

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

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

Required Experience:

Job SummaryWe 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 in...