Job Summary
We are seeking a highly motivated and customer-focused Tier 1 IT Support Engineer to join our Service Desk team. This role serves as the first point of contact for all technical support issues, delivering quick and effective resolutions aligned with the ITIL framework. You will diagnose incidents, fulfill service requests, and escalate issues appropriately. All while delivering a high-quality support experience to our end users.
Key Goals and Expectations
Goal
Expectation
First Contact Resolution (FCR)
Resolve ≥70% of tickets at first touch
Customer Satisfaction (CSAT)
Maintain CSAT scores ≥90%
Ticket Response Time
Respond to all new tickets within 10 minutes
Escalation Accuracy
Properly escalate ≤30% of cases, with full documentation
Documentation
Log all actions clearly and use knowledge base consistently
Compliance
Adhere to ITIL-aligned processes and internal SOPs
Participation
Attend team stand-ups, submit process improvement ideas, and complete assigned training
Key Responsibilities
Incident Management
Log, triage, and troubleshoot user-submitted incidents using the ITSM platform
Perform initial diagnosis and apply KB-guided solutions
Identify root causes for common problems and propose workarounds
Resolve low impact, recurring technical issues independently
Request Fulfillment
Handle service requests such as:
Password resets
Account unlocks
Software installations
Basic access provisioning
Track fulfillment through standard workflows and maintain communication
Knowledge & Documentation
Reference knowledge base articles during ticket handling
Suggest updates to existing documentation or draft new KB entries as needed
Flag content gaps or inconsistencies
Escalation Handling
Use predefined Escalation Process Flow to determine Tier 2 handoffs
Document all steps taken before escalation, including:
Logs, screenshots, KB links
User interactions
Attempted fixes
Customer Interaction
Communicate effectively and empathetically with users
Provide regular updates and set expectations for resolution
Educate users on common issues and prevention steps
Required Skills & Experience
Basic knowledge of Windows OS, Office 365, remote support tools
Experience using ITSM tools (e.g., ConnectWise PSA, Dynamics 365 Customer Service)
Excellent verbal and written communication skills
Customer-first mindset and problem-solving attitude
Ability to follow structured processes and document work accurately
Preferred Qualifications:
CompTIA A+, Network+, or equivalent
Prior helpdesk or technical support experience (1+ years)
Success Metrics
FCR Rate: ≥70%
Average Handle Time (AHT): ≤12 minutes
Escalation Rate: ≤30%
Ticket Volume: 12–16 tickets/day
CSAT Score: ≥90%
SLA Response Compliance: 100% within response SLA
Work Schedule
8-hour shift during standard business hours (7:00 AM – 6 PM)
On-call participation: (None required for Tier 1)
Qualifications:
Benefits:
Health
Dental
Vision
401k
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