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Now viewing: Level 1 Engineer
NT
NAKA Tech
Level 1 Engineer
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Job Description
Level 1 Help Desk Technician provides front-line technical support to external business clients. This role focuses on resolving tier-1 hardware, software, and network issues remotely while delivering exceptional customer service. When problems exceed Tier 1 scope, the technician gathers detailed diagnostic information and escalates the ticket to higher-tier engineers.
Job Responsibility :
Client Support & Triage:
Act as the first point of contact for technical requests via phone, email, chat and web portal; perform initial problem identification and categorization.
Technical Troubleshooting:
Resolve core user issues including password resets, account provisioning (Active Directory / Microsoft 365, Google Workspace), VPN/connectivity issues, printer mapping, and basic desktop software glitches.
Ticket Management:
Accurately document all customer interactions, steps taken, and resolution details within the company's Professional Services Automation (PSA) tool.
Remote Management:
Utilize Remote Monitoring and Management (RMM) tools to access client systems, run basic scripts, and verify system status.
Escalation & Collaboration:
Gather relevant logs and diagnostic information to smoothly escalate unresolved tickets to Tier 2/3 engineers or specialized teams.
Qualifications & Requirements:
Experience:
0-2 years of experience in an IT help desk, service desk, or customer-facing technical support role.
Technical Knowledge:
Working knowledge of Windows 10/11, macOS, Microsoft 365 administration, Active Directory, basic networking concepts (TCP/IP, DNS, DHCP), and mobile OS platforms. Certifications (Beneficial): CompTIA A+, CompTIA Network+,
Microsoft Certified:
Fundamentals, or equivalent industry certifications.
Soft Skills:
Strong verbal and written communication skills, high empathy, patience with non-technical end users, and the ability to multitask effectively in a fast-paced environment.
Demonstrate the ability to qualify, penetrate, and close new accounts
Salary:
$40,000 - $50,000
Benefits
- Dental Insurance