Tier 1 IT Support Engineer (Background in IT is required)

Job Description:

As a Remote Tier 1 IT Support Engineer, you will be the first point of contact for clients seeking technical assistance. Your primary responsibility will be to provide prompt, professional, and effective IT support, troubleshooting hardware, software, and network-related issues. This role is ideal for individuals who are interested in technology, customer service, and problem-solving.

Responsibilities:
Helpdesk Support:?Respond to client inquiries via phone, email , or ticketing system, ensuring timely resolution of Level 1 support requests.
Troubleshooting:?Diagnose and resolve hardware, software, and network issues, escalating complex problems to Tier 2 or Tier 3 support when necessary.
Customer Interaction:?Deliver exceptional customer service by maintaining clear communication, setting expectations, and providing updates on issue status.
System Monitoring:?Assist in monitoring client systems and networks to identify potential issues, ensuring optimal performance.
Documentation:?Maintain accurate records of support activities, including troubleshooting steps, solutions provided, and escalation details, in the ticketing system.
Configuration & Setup:?Support the deployment and configuration of workstations, mobile devices, and peripheral equipment.
Training & Guidance:?Educate clients on basic IT practices, tools, and security measures to enhance their efficiency and productivity.
Collaboration:?Work closely with the MSP team to ensure seamless service delivery and knowledge sharing.

Required Skills and Experience:
Bachelor's Degree in Information Technology
Intermediate understanding of Windows and Mac operating systems, Microsoft Office Suite, and common IT tools.
Familiarity with networking concepts (TCP/IP, DNS, DHCP) and hardware troubleshooting.
Strong verbal and written communication skills.
Customer-centric attitude with excellent interpersonal abilities.
Ability to manage and prioritize multiple tasks in a fast-paced environment.
Willingness to learn and grow within an IT technical support role.

Preferred Qualifications:
Previous experience in an IT role
Relevant certifications such as CompTIA A+, Network+, or Microsoft Fundamentals.
Experience with remote support tools and ticketing systems (e.g., ConnectWise).