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# Tier 1 Support Services Engineer

- **Company:** PDS Inc.
- **Location:** United States
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Microsoft Outlook, Computer Networks, Dynamic Host Configuration Protocol, Domain Name System (DNS), Monitoring of Systems, Issue Tracking Systems, Internet Services, Virtual Private Networks (VPN), Windows PowerShell, Professional Services Automation, Microsoft SharePoint, TCP/IP, Windows Desktop, Wi-Fi Technology, Peripherals, Sonicwall, Microsoft InTune, SentinelOne Expertise, User Administration
- **Published:** October 8, 2026
- **Apply:** https://www.thejobnetwork.com/job/4dab8c8e-ae47-4266-bb25-3c7fd3b8cfa2/tier-support-services-engineer

## About the Role

* Familiarity with Microsoft 365 and Windows desktop support.
 * A basic understanding of networking concepts.
 * Strong verbal and written communication skills.
 * The ability to prioritize multiple requests in a fast-paced environment.
 * A calm, professional approach when clients are frustrated or under pressure.
 * A collaborative mindset and openness to feedback.
 * Reliable transportation and a valid driver's license.

One or more years of IT support or helpdesk experience is preferred. Experience in a managed service provider environment is strongly preferred.

Experience that will help you stand out

 * CompTIA A+, Network+, or Microsoft Fundamentals certifications.
 * Experience with remote monitoring and management (RMM) or professional services automation (PSA) platforms.
 * Experience supporting multiple client environments.
 * Familiarity with cybersecurity best practices.
 * Basic PowerShell knowledge.
 * Exposure to tools such as Datto, Huntress, SentinelOne, Microsoft Intune, ConnectWise, NinjaOne, Sophos, Ubiquiti, or SonicWall.

## Description

* Keep learning. Expand your experience with Microsoft 365, networking, endpoint management, and cybersecurity tools.
 * Contribute from day one. Your ideas, initiative, and attention to the client experience matter.
 * Work with a collaborative team. Share knowledge, ask questions, accept coaching, and help others succeed.
 * Build a long-term IT career. Grow your technical capabilities and pursue opportunities for greater responsibility.

We take our work seriously and believe technical excellence goes hand in hand with kindness, humility, and professionalism.

What you'll do

Help clients stay productive

 * Respond to support requests by phone, email, ticketing system, and remote support tools.
 * Troubleshoot and resolve Tier 1 issues with care, accuracy, and a sense of urgency.
 * Keep clients informed with friendly, clear communication.
 * Own requests through resolution, coordinating with higher-level engineers when needed.
 * Document troubleshooting, resolutions, and client updates so teammates can build on your work.
 * Meet established service standards and response expectations.
 * Participate in assigned after-hours or emergency support rotations.

Support the technology clients use every day

Your work will span several core areas:

 * Microsoft 365 and identity: Outlook, Teams, OneDrive, SharePoint basics, password resets, account administration, MFA, and Entra ID / Active Directory user management.
 * Windows and endpoints: Workstation troubleshooting, software installation and updates, printers and peripherals, remote support, laptop provisioning, and established malware remediation procedures.
 * Connectivity: Basic TCP/IP troubleshooting, DHCP and DNS concepts, Wi-Fi, VPN connections, and coordination with internet service providers.
 * Security: Secure handling of systems and credentials, endpoint protection and monitoring tools, and prompt escalation of suspicious activity.

What you'll bring

You don't need to know everything. You do need to be dependable, curious, and ready to take responsibility for your work.