Tier 1 Support Engineer

Tier 1 Support EngineerLocation: Durham North Carolina (Hybrid / Remote)Employment Type: Full-Time Reports To: Tier 3 engineer / Engineering managerAbout UsSecure 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.About the RoleAs 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.What You'll DoServe as the first point of contact for incoming client support requests via phone, email, and ticketing systemTriage, log, and prioritize tickets accurately in our PSA/ticketing platformTroubleshoot and resolve common issues: password resets, account lockouts, printer and peripheral problems, software installs, connectivity issues, and basic hardware troubleshootingSupport Microsoft 365 / Google Workspace administration (user provisioning, mailbox issues, permissions)Perform basic Active Directory tasks (user creation, group membership, password resets)Escalate complex issues to Tier 2/3 engineers with clear, thorough documentationMaintain excellent communication with clients — set expectations, provide status updates, and follow up to confirm resolutionDocument solutions and contribute to the internal knowledge baseAssist with onboarding/offboarding tasks for client end usersMeet SLA response and resolution time targetsProvide remote support via remote access tools; occasional on-site support as neededWhat You'll Need1+ year of experience in a help desk, service desk, or technical support role (MSP experience a plus)Solid working knowledge of Windows 10/11; basic macOS familiarity helpfulExperience supporting Microsoft 365 (Outlook, Teams, SharePoint, OneDrive)Basic understanding of networking concepts (IP addressing, Wi-Fi, VPN, DNS)Familiarity with Active Directory and basic user administrationStrong customer service skills — clear communicator, patient, and empathetic with non-technical usersAbility to manage multiple tickets and priorities in a fast-paced environmentStrong problem-solving skills and a genuine curiosity for how things workReliable transportation for occasional on-site visits (when applicable)Nice to HaveCompTIA A+, Network+, or Microsoft certifications (or in progress)Experience with RMM and PSA tools (ConnectWise, Datto, NinjaOne, Autotask, etc.)Familiarity with basic scripting (PowerShell) for repetitive tasksPrior experience in an MSP environment supporting multiple clientsWhat We OfferCompetitive salary based on experienceHealth, dental, and vision insurancePaid time off and paid holidays401(k) [with match, if applicable]Paid certifications and ongoing training supportClear career growth path into Tier 2/3 and specialized rolesA supportive, team-oriented cultureHow to ApplySend your resume . We'd love to hear about your experiences solving problems and helping people with technology — even if it's not all from a "traditional" IT background. Secure Network Administration is an Equal Opportunity Employer.