> Markdown version of [/jobs/ext/569254-1st-line-support-technician](https://www.wearedevelopers.com/jobs/ext/569254-1st-line-support-technician). 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). --- # 1st Line Support Technician - **Company:** Techary Inc. - **Location:** Dallas, TX, United States (Remote available) - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Microsoft Outlook, Computer Networks, Dynamic Host Configuration Protocol, Domain Name System (DNS), Issue Tracking Systems, Virtual Private Networks (VPN), Networking Basics, Azure Active Directory, Microsoft SharePoint, Peripherals, Microsoft InTune, User Administration, Servicenow - **Published:** June 19, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=48fd53e06278696c ## About the Role Do you have experience in Windows?, * Previous experience in a 1st line support or service desk role * Previous experience within an MSP environment is highly desirable * Strong customer service mindset with excellent communication skills * Working knowledge of: + Windows 10/11 + Microsoft 365 + Active Directory / Entra ID (basic user management) * Experience using ticketing systems (e.g. HaloPSA, ServiceNow, Freshservice, ConnectWise) * Ability to work effectively in a fast-paced, SLA-driven environment, * MSP experience supporting multiple customers and environments * Exposure to Intune, Azure AD, or endpoint management tools * Basic understanding of networking concepts (DNS, DHCP, VPNs) * Relevant certifications such as: + CompTIA A+ / Network+ + Microsoft Fundamentals (MS-900, AZ-900) * A clear desire to progress into 2nd line and beyond ## Description As a 1st Line Support Engineer, you will be the first point of contact for our managed service customers, delivering professional, friendly, and effective technical support. This role is critical to our service delivery model and customer experience. You will handle incoming incidents and service requests, resolve common technical issues, and ensure all tickets are logged, triaged, and progressed in line with SLAs. For more complex issues, you will work closely with 2nd and 3rd line engineers, gaining exposure to a wide range of technologies and environments. This is an ideal role for someone who thrives in a fast-paced MSP environment, is passionate about customer service, and is hungry to learn and progress quickly., Service Desk Support & Ticket Management * Act as the first point of contact for customer support requests via phone, email, and ticketing system * Log, triage, prioritise, and manage incidents and service requests in line with SLAs * Resolve common 1st line issues efficiently while maintaining high customer satisfaction * Ensure accurate, clear, and consistent ticket documentation Technical Support * Provide 1st line support across: + Windows 10/11 and macOS + Microsoft 365 (Outlook, Teams, OneDrive, SharePoint) + User account management (Active Directory / Entra ID) + Basic networking and connectivity issues + Printers, peripherals, and end-user devices * Perform password resets, user onboarding/offboarding tasks, and access requests * Escalate complex issues to 2nd line with high-quality diagnostics and context Customer Experience & Communication * Deliver a friendly, professional, and confident customer experience at all times * Set clear expectations with customers around resolution times and next steps * Represent the company's values and service standards in every interaction * Handle high-volume support requests while maintaining attention to detail Collaboration & Continuous Improvement * Work closely with 2nd and 3rd line engineers to ensure smooth escalation and resolution * Contribute to the knowledge base by documenting common fixes and procedures * Identify recurring issues and suggest improvements to processes or tooling * Actively engage in training and development to expand technical capability ## Related Videos - [Develop enterprise-ready applications for Microsoft Teams with Azure resources on modern web technologies](https://www.wearedevelopers.com/videos/187-develop-enterprise-ready-applications-for-microsoft-teams-with-azure-resources-on-modern-web-technologies) - [MCP Mashups: How AI Agents are Reviving the Programmable Web](https://www.wearedevelopers.com/videos/1392-mcp-mashups-how-ai-agents-are-reviving-the-programmable-web) - [Building a Cross-Platform BLE Client with Kotlin Multiplatform and Kable](https://www.wearedevelopers.com/videos/100250-building-a-cross-platform-ble-client-with-kotlin-multiplatform-and-kable) - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Autism in Tech](https://www.wearedevelopers.com/videos/427-autism-in-tech) - [Fault Tolerance and Consistency at Scale: Harnessing the Power of Distributed SQL Databases](https://www.wearedevelopers.com/videos/1146-fault-tolerance-and-consistency-at-scale-harnessing-the-power-of-distributed-sql-databases) ## 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) - [How to land a developer job in Amsterdam](https://www.wearedevelopers.com/magazine/36-how-to-land-a-developer-job-in-amsterdam) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk)