Support Engineer I

Job Description

Job Description

Support Engineer I

Location: Kansas City, MO
Schedule: In Office with Potential Hybrid Opportunities Based on Performance and Business Needs

Position Summary

The Support Engineer I serves as the first point of contact for client technology support requests. This role is responsible for troubleshooting technical issues, providing exceptional customer service, documenting work performed, and escalating issues when necessary. The ideal candidate is highly motivated, eager to learn, and thrives in a fast paced Managed Services Provider (MSP) environment.

Key Responsibilities

• Provide technical support to end users across a variety of technologies and environments.
• Troubleshoot and resolve issues related to Microsoft 365, Windows operating systems, hardware, networking, printers, and business applications.
• Respond to client requests through phone, email, and ticketing systems.
• Document all troubleshooting steps, resolutions, and client communications accurately.
• Meet service level agreements (SLAs) and performance expectations.
• Escalate issues appropriately while maintaining ownership of the client experience.
• Assist with workstation deployments, user onboarding and offboarding, and routine IT administration tasks.
• Participate in continuous learning and professional development opportunities.
• Contribute to team success through collaboration and knowledge sharing.

Required Qualifications

• Associate's degree in Information Technology or equivalent work experience.
• Minimum of 1 year of technical support experience. MSP experience preferred.
• Strong customer service and communication skills.
• Working knowledge of Microsoft Windows 10 and 11.
• Working knowledge of Microsoft 365 applications and administration.
• Basic understanding of networking concepts including DNS, DHCP, TCP/IP, wireless networking, and VPN connectivity.
• Experience supporting desktop and laptop hardware.
• Familiarity with remote support tools and ticketing systems.
• Strong troubleshooting and problem solving abilities.
• Excellent written communication and documentation skills.
• Ability to prioritize multiple tasks in a fast paced environment.
• Self motivated with a strong desire to learn and grow.

Preferred Qualifications

• Experience working for a Managed Services Provider (MSP).
• Microsoft, CompTIA, or other industry certifications.
• Familiarity with Microsoft Entra ID, Intune, and Azure fundamentals.
• Exposure to cybersecurity best practices and endpoint protection solutions.
• Experience with RMM and PSA platforms.

What Success Looks Like

• Delivers exceptional customer service and communication.
• Consistently meets SLA and ticket management expectations.
• Maintains accurate documentation and time entry.
• Demonstrates continuous technical growth and professional development.
• Positively contributes to team culture and collaboration.

Benefits

• Competitive salary
• Health, dental, and vision insurance
• Paid time off and holidays
• 401(k) with company match
• Certification reimbursement opportunities
• Career advancement pathways
• Hybrid work opportunities based on performance and business needs

ThrottleNet is a St. Louis based Managed Service Provider delivering proactive IT support, cybersecurity, and strategic technology guidance to businesses throughout the St. Louis region. Known for fast response times, high client satisfaction, and a security first approach, ThrottleNet partners with organizations to reduce risk, improve efficiency, and align technology with business goals.

Company Description

ThrottleNet is a St. Louis based Managed Service Provider delivering proactive IT support, cybersecurity, and strategic technology guidance to businesses throughout the St. Louis region. Known for fast response times, high client satisfaction, and a security first approach, ThrottleNet partners with organizations to reduce risk, improve efficiency, and align technology with business goals.