Tier 1 IT Support Engineer

Job Description

Job Description

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