Role Overview

We are seeking a high-energy, process-driven L1 / L1.5 Support Engineer to serve as the front line of client support. This role is ideal for someone who takes pride in responsiveness, clear communication, and doing things the right way the first time. You'll be the first human our clients interact with—setting the tone, building trust, and resolving issues swiftly while following defined processes.

This is not just a technical role—its a service role. Attitude, ownership, and consistency matter as much as technical skill.

Key Responsibilities

Frontline Client Support

• Serve as the first point of contact for inbound support requests via ticketing system, phone, and email
• Quickly triage issues, resolve where possible, and escalate appropriately when needed
• Communicate clearly and professionally with end users, setting expectations and following through

Technical Support (L1 / L1.5)

• Support common end-user issues including:
• Password resets and account lockouts
• Email and Microsoft 365 issues
• Basic workstation troubleshooting (Windows/macOS)
• VPN connectivity and MFA issues
• Printer and peripheral troubleshooting
• Perform user onboarding/offboarding tasks following documented procedures
• Execute repeatable tasks accurately using SOPs and checklists

Process & Documentation

• Follow ticketing standards, escalation paths, and SLAs
• Document work clearly and thoroughly in the ticketing system
• Identify gaps in documentation and suggest improvements
• Adhere to security, compliance, and change management processes

Speed & Ownership

• Move with urgency while maintaining quality
• Take ownership of tickets from open to resolution
• Proactively follow up on pending items and client responses
• Maintain a see it through mindset—no dropped balls

Required Skills & Experience

• 1–3 years of experience in a help desk, service desk, or MSP support role

Working knowledge of:

• Windows 10/11 and basic macOS support
• Microsoft 365 (Outlook, Teams, OneDrive, SharePoint basics)
• Active Directory user management
• Basic networking concepts (DNS, DHCP, VPN)
• Experience working from a ticketing system (e.g., ConnectWise, Autotask, Zendesk, Jira, etc.)
• Strong written and verbal communication skills