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# Tier 1 Support Engineer

- **Company:** Secure Network Administration, LLC
- **Location:** Durham, NC, United States (Remote available)
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Apple Mac Systems, Microsoft Outlook, Cloud Engineering, Computer Networks, Domain Name System (DNS), Issue Tracking Systems, IP Addressing, Virtual Private Networks (VPN), Network Administration, Microsoft SharePoint, User Provisioning Software, Wi-Fi Technology, Gsuite, 3-tier Architectures, User Administration
- **Published:** October 7, 2026
- **Apply:** https://www.thejobnetwork.com/job/1e13363c-c95c-4050-9c68-7ee1f65ff897/tier-support-engineer

## About the Role

* 1+ year of experience in a help desk, service desk, or technical support role (MSP experience a plus)
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 * Solid working knowledge of Windows 10/11; basic macOS familiarity helpful
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 * Experience supporting Microsoft 365 (Outlook, Teams, SharePoint, OneDrive)
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 * Basic understanding of networking concepts (IP addressing, Wi-Fi, VPN, DNS)
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 * Familiarity with Active Directory and basic user administration
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 * Strong customer service skills - clear communicator, patient, and empathetic with non-technical users
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 * Ability to manage multiple tickets and priorities in a fast-paced environment
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 * Strong problem-solving skills and a genuine curiosity for how things work
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 * Reliable transportation for occasional on-site visits (when applicable)

## Description

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
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 * Triage, log, and prioritize tickets accurately in our PSA/ticketing platform
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 * Troubleshoot and resolve common issues: password resets, account lockouts, printer and peripheral problems, software installs, connectivity issues, and basic hardware troubleshooting
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 * Support Microsoft 365 / Google Workspace administration (user provisioning, mailbox issues, permissions)
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 * Perform basic Active Directory tasks (user creation, group membership, password resets)
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 * Escalate complex issues to Tier 2/3 engineers with clear, thorough documentation
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 * Maintain excellent communication with clients - set expectations, provide status updates, and follow up to confirm resolution
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 * Document solutions and contribute to the internal knowledge base
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 * Assist with onboarding/offboarding tasks for client end users
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 * Meet SLA response and resolution time targets
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 * Provide remote support via remote access tools; occasional on-site support as needed
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