Tier 1 Support Engineer

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Location: Durham North Carolina (Hybrid / Remote)

Employment Type: Full-Time

Reports To: Tier 3 engineer / Engineering manager

About Us

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.

About the Role

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.

What You'll Do

Serve as the first point of contact for incoming client support requests via phone, email, and ticketing system
Triage, log, and prioritize tickets accurately in our PSA/ticketing platform
Troubleshoot and resolve common issues: password resets, account lockouts, printer and peripheral problems, software installs, connectivity issues, and basic hardware troubleshooting
Support 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 documentation
Maintain excellent communication with clients - set expectations, provide status updates, and follow up to confirm resolution
Document solutions and contribute to the internal knowledge base
Assist with onboarding/offboarding tasks for client end users
Meet SLA response and resolution time targets
Provide remote support via remote access tools; occasional on-site support as needed

What You'll Need

1+ 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 helpful
Experience 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 administration
Strong customer service skills - clear communicator, patient, and empathetic with non-technical users
Ability to manage multiple tickets and priorities in a fast-paced environment
Strong problem-solving skills and a genuine curiosity for how things work
Reliable transportation for occasional on-site visits (when applicable)

Nice to Have

CompTIA 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 tasks
Prior experience in an MSP environment supporting multiple clients

What We Offer

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

How to Apply

Send 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. xxzpjkt Secure Network Administration is an Equal Opportunity Employer.

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Secure Network Administration

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Tier 1 Support Engineer