Tier 1 IT Support Engineer at Avatar Managed Services

Job SummaryWe 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 ExpectationsGoalExpectationFirst Contact Resolution (FCR)Resolve 70% of tickets at first touchCustomer Satisfaction (CSAT)Maintain CSAT scores 90%Ticket Response TimeRespond to all new tickets within 10 minutesEscalation AccuracyProperly escalate 30% of cases with full documentationDocumentationLog all actions clearly and use knowledge base consistentlyComplianceAdhere to ITIL-aligned processes and internal SOPsParticipationAttend team stand-ups submit process improvement ideas and complete assigned trainingKey ResponsibilitiesIncident ManagementLog triage and troubleshoot user-submitted incidents using the ITSM platformPerform initial diagnosis and apply KB-guided solutionsIdentify root causes for common problems and propose workaroundsResolve low impact recurring technical issues independentlyRequest FulfillmentHandle service requests such as:Password resetsAccount unlocksSoftware installationsBasic access provisioningTrack fulfillment through standard workflows and maintain communicationKnowledge & DocumentationReference knowledge base articles during ticket handlingSuggest updates to existing documentation or draft new KB entries as neededFlag content gaps or inconsistenciesEscalation HandlingUse predefined Escalation Process Flow to determine Tier 2 handoffsDocument all steps taken before escalation including:Logs screenshots KB linksUser interactionsAttempted fixesCustomer InteractionCommunicate effectively and empathetically with usersProvide regular updates and set expectations for resolutionEducate users on common issues and prevention stepsRequired Skills & ExperienceBasic knowledge of Windows OS Office 365 remote support toolsExperience using ITSM tools (e.g. ConnectWise PSA Dynamics 365 Customer Service)Excellent verbal and written communication skillsCustomer-first mindset and problem-solving attitudeAbility to follow structured processes and document work accuratelyPreferred Qualifications:CompTIA A Network or equivalentPrior helpdesk or technical support experience (1 years)Success MetricsFCR Rate: 70%Average Handle Time (AHT): 12 minutesEscalation Rate: 30%Ticket Volume: 1216 tickets/dayCSAT Score: 90%SLA Response Compliance: 100% within response SLAWork Schedule8-hour shift during standard business hours (7:00 AM 6 PM)On-call participation: (None required for Tier 1)Qualifications:Excellent customer service and interpersonal skillsHighly self-motivated and detail-orientedAbility to effectively prioritize and multi-task in a high-pressure environment.Strong background in Windows client operating systems standard desktop applications and user account management.Working knowledge of network support issuesWorking knowledge of remote working systems and supportAbility to work in a team-oriented collaborative environment.1 year to 2 years of service desk experience is preferred.At least 2 years of Customer Service experience required 3 or more years preferred.Ability to install configure and troubleshoot Windows client operating systems.Benefits:HealthDentalVision401k Key Skills Engineering Support,Law Enforcement,ABB,Information Security,Adobe Dreamweaver,Data Analysis Employment Type : Full-Time Experience: years Vacancy: 1