> Markdown version of [/jobs/ext/525478-tier-1-support-engineer](https://www.wearedevelopers.com/jobs/ext/525478-tier-1-support-engineer). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Tier 1 Support Engineer - **Company:** Power, Llc - **Location:** New York, NY, United States (Remote available) - **Salary:** $60,000.0 - $65,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Apple Mac Systems, Mobile Application Development, Networking Hardware, Microsoft Office, Azure Active Directory, Phishing, Microsoft SharePoint, Wide Area Networks, Document Enterprise Platform, Sonicwall, Computer Equipment, Gsuite - **Published:** June 14, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=d7e986f7799b37d0 ## About the Role Do you have experience in macOS support?, Do you have a High school diploma or GED?, * Proficient in Windows 10/11 * Proficient in Mac OS support * Microsoft Office Application support and troubleshooting * Basic Microsoft Entra / Azure AD understanding * Basic Microsoft 365 & Google Workspace Administration * Desktop/laptop hardware troubleshooting * Basic networking fundamentals (LAN/WAN, connectivity troubleshooting) * Mobile device support (iOS & Android) * Proficient in Printer and scanner troubleshooting * Proficient in MFA and password reset workflows * Active Directory basics * Teams, OneDrive, SharePoint basics * Basic understanding of endpoint security, phishing reports, and security alert escalation REQUIRED PROFESSIONAL SKILLS * Superior verbal and written communication skills * Strong customer service mindset * Excellent documentation and organizational skills * Detail-oriented, thorough, and process-driven * Professional demeanor; punctual and team-oriented * Ability to multitask in a fast-paced environment * Willingness to learn, accept feedback, and improve technical skills over time. PREFERRED EXPERIENCE WITH * Autotask (or similar PSA) * Kaseya / Datto RMM tools * IT Glue, Hudu, or similar documentation platforms. * SonicWall or similar networking equipment * MSP service desk environments, * High school diploma or equivalent (strongly preferred) * CompTIA A+ (strongly preferred) * Microsoft MS900 (preferred), * MSP: 1 year (Required) * 365 administration: 1 year (Preferred) License/Certification: * CompTIA A+ (Required) ## Description We are seeking a Tier 1 Support Technician to join our Managed Services team. This role serves as the frontline technical support resource, focused on rapid response, troubleshooting, and maintaining ticket flow, while supporting basic dispatch functions when needed to ensure SLA performance. Hybrid 3 Days in NYC office 2 days remote Prior MSP service desk experience supporting multiple client environments is required. Experience on a single-client outsourced helpdesk alone does not satisfy this requirement., * Client support and customer service * Desktop, laptop, mobile device, peripheral, and basic application support * Troubleshoot and resolve basic technical issues * Perform initial triage and troubleshooting with a focus on quick resolution or escalation * Ensure tickets are categorized, prioritized, and have sufficient detail * Help identify tickets at risk of breaching SLA and escalate accordingly * Escalate issues appropriately to Tier 2/3 when needed Ticket Management & Documentation * Document all work clearly and thoroughly in tickets * Maintain proper ticket status, due dates, and next steps * Ensure no ticket is left without actionable updates * Keep tickets moving and avoid idle or aging tickets SLA & Responsiveness * Meet or exceed first-response SLAs * Prioritize tickets based on urgency and business impact * Identify and escalate SLA risks early * Maintain consistent communication with clients, * Do you have hands-on experience supporting both Windows and macOS environments? ## Related Videos - [Checkmate: 5 Real Incidents That Can End a Software Company](https://www.wearedevelopers.com/videos/100126-checkmate-5-real-incidents-that-can-end-a-software-company) - [Passkeys: Truly Phishing-Resistant? Implementation and Pitfalls](https://www.wearedevelopers.com/videos/100156-passkeys-truly-phishing-resistant-implementation-and-pitfalls) - [The Developer Workstation Blind Spot: Why Your Security Stack Can't See What Matters Most](https://www.wearedevelopers.com/videos/100254-the-developer-workstation-blind-spot-why-your-security-stack-can-t-see-what-matters-most) - [Skynet wants your Passwords! The Role of AI in Automating Social Engineering](https://www.wearedevelopers.com/videos/770-skynet-wants-your-passwords-the-role-of-ai-in-automating-social-engineering) - [Hacking MSSQL on Cloud. All of them. How I became sysadmin on Azure, AWS, GCP and Alibaba.](https://www.wearedevelopers.com/videos/100339-hacking-mssql-on-cloud-all-of-them-how-i-became-sysadmin-on-azure-aws-gcp-and-alibaba) - [MFA? Game over! Watch your protection collapse – live](https://www.wearedevelopers.com/videos/100322-mfa-game-over-watch-your-protection-collapse-live) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [The Best Job Search Websites of 2025](https://www.wearedevelopers.com/magazine/368-the-best-job-search-websites-of-2025) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Dev Digest 120 - Apple and peers](https://www.wearedevelopers.com/magazine/455-dev-digest-120-apple-and-peers) - [Dev Digest 134 - Where pixels sing?](https://www.wearedevelopers.com/magazine/477-dev-digest-134-where-pixels-sing)