Tier 1 Support Engineer

Job Description

Tier 1 Support Engineer

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Location: Durham North Carolina (Hybrid / Remote)

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Employment Type: Full-Time 

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Reports To: Tier 3 engineer / Engineering manager

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About Us

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Secure 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.

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About the Role

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As 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.

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What You'll Do

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• Serve as the first point of contact for incoming client support requests via phone, email, and ticketing system
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• Triage, log, and prioritize tickets accurately in our PSA/ticketing platform
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• Troubleshoot and resolve common issues: password resets, account lockouts, printer and peripheral problems, software installs, connectivity issues, and basic hardware troubleshooting
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• Support Microsoft 365 / Google Workspace administration (user provisioning, mailbox issues, permissions)
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• Perform basic Active Directory tasks (user creation, group membership, password resets)
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• Escalate complex issues to Tier 2/3 engineers with clear, thorough documentation
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• Maintain excellent communication with clients — set expectations, provide status updates, and follow up to confirm resolution
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• Document solutions and contribute to the internal knowledge base
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• Assist with onboarding/offboarding tasks for client end users
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• Meet SLA response and resolution time targets
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• Provide remote support via remote access tools; occasional on-site support as needed
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What You'll Need

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• 1+ year of experience in a help desk, service desk, or technical support role (MSP experience a plus)
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• Solid working knowledge of Windows 10/11; basic macOS familiarity helpful
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• Experience supporting Microsoft 365 (Outlook, Teams, SharePoint, OneDrive)
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• Basic understanding of networking concepts (IP addressing, Wi-Fi, VPN, DNS)
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• Familiarity with Active Directory and basic user administration
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• Strong customer service skills — clear communicator, patient, and empathetic with non-technical users
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• Ability to manage multiple tickets and priorities in a fast-paced environment
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• Strong problem-solving skills and a genuine curiosity for how things work
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• Reliable transportation for occasional on-site visits (when applicable)
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Nice to Have

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• CompTIA A+, Network+, or Microsoft certifications (or in progress)
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• Experience with RMM and PSA tools (ConnectWise, Datto, NinjaOne, Autotask, etc.)
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• Familiarity with basic scripting (PowerShell) for repetitive tasks
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• Prior experience in an MSP environment supporting multiple clients
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What We Offer

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• Competitive salary based on experience
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• Health, dental, and vision insurance
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• Paid time off and paid holidays
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• 401(k) [with match, if applicable]
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• Paid certifications and ongoing training support
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• Clear career growth path into Tier 2/3 and specialized roles
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• A supportive, team-oriented culture
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How to Apply

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Send your resume View email address on ziprecruiter.com. 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.