Tier 1 Support Engineer

Secure Network Administration is a growing Managed Service Provider (MSP) delivering IT support, network management, and cybersecurity services to small and mid-sized businesses nation-wide, in many different business verticals. We pride ourselves on fast, friendly support and building long-term relationships with our clients. We’re looking for a Tier 1 Support Engineer to join our service desk and be the first point of contact for client issues., As a Tier 1 Support Engineer, you’ll be the frontline of our service desk: triaging, troubleshooting, and resolving day-to-day technical issues for our clients’ end users. This is a great entry point into the MSP world, with clear growth potential into Tier 2/3 engineering, network administration, or cloud engineering roles as you build your skills., * Serve as the first point of contact for incoming client support requests via phone, email, and ticketing system \n

• Triage, log, and prioritize tickets accurately in our PSA/ticketing platform \n

• Troubleshoot and resolve common issues: password resets, account lockouts, printer and peripheral problems, software installs, connectivity issues, and basic hardware troubleshooting \n

• Support Microsoft 365 / Google Workspace administration (user provisioning, mailbox issues, permissions) \n

• Perform basic Active Directory tasks (user creation, group membership, password resets) \n

• Escalate complex issues to Tier 2/3 engineers with clear, thorough documentation \n

• Maintain excellent communication with clients - set expectations, provide status updates, and follow up to confirm resolution \n

• Document solutions and contribute to the internal knowledge base \n

• Assist with onboarding/offboarding tasks for client end users \n

• Meet SLA response and resolution time targets \n

• Provide remote support via remote access tools; occasional on-site support as needed \n

• 1+ year of experience in a help desk, service desk, or technical support role (MSP experience a plus) \n

• Solid working knowledge of Windows 10/11; basic macOS familiarity helpful \n

• Experience supporting Microsoft 365 (Outlook, Teams, SharePoint, OneDrive) \n

• Basic understanding of networking concepts (IP addressing, Wi-Fi, VPN, DNS) \n

• Familiarity with Active Directory and basic user administration \n

• Strong customer service skills - clear communicator, patient, and empathetic with non-technical users \n

• Ability to manage multiple tickets and priorities in a fast-paced environment \n

• Strong problem-solving skills and a genuine curiosity for how things work \n

• Reliable transportation for occasional on-site visits (when applicable)