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Tier 1 - Support Engineer
Job
Audian
Remote
$54,500 Salary, Full-Time
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Job Description
Tier 1 - Support Engineer Audian - 5.0 Kirkland, WA Job Details Full-time $52,000 - $57,000 a year 11 hours ago Benefits Health insurance Dental insurance 401(k) Paid time off Vision insurance 401(k) matching Flexible schedule Qualifications Customer follow-ups Knowledge management Email customer support Technical support via phone GPO Phone communication Incident report management Incident management software Mid-level Windows Incident Escalation Software installation User training (technical support) Managing clients in a customer support role VLAN Firewall DHCP Associate's degree in information technology Cloud service support Productivity software support Desktop (troubleshooting support) Hardware configuration Incident management operations support Remote access software Desktop applications DNS Networking equipment (troubleshooting support) Customer service knowledge base macOS Productivity software Full Job Description About Audian Audian is a Human-First Managed Intelligence Provider headquartered in Kirkland, WA. We unify networking, communications, IT & cybersecurity, cloud architecture, and AI engineering into a single intelligent operating layer — the Intelligent Infrastructure Model™. As a long-term operating partner, we don't just maintain technology — we architect intelligent systems that drive measurable business outcomes. Our team combines deep infrastructure expertise with in-house AI engineering capabilities to help businesses operate more intelligently, more securely, and with greater confidence. Why This Role Matters You're the hands-on problem solver clients interact with most. You take support requests, troubleshoot issues methodically, and either resolve them or escalate them intelligently. Your role is fundamental to building client trust and reducing the volume of escalations. You're not just fixing immediate problems; you're documenting solutions so the entire team learns, improving our collective knowledge and efficiency over time. What You'll Do Serve as the first point of contact for clients seeking technical assistance via phone, email, or remote desktop tools, providing professional and empathetic support Triage and categorize support requests, gathering comprehensive information to understand the scope and impact of each issue Conduct systematic troubleshooting of hardware, software, and network issues, following logical workflows and documenting findings at each step Log and maintain accurate records in the ticketing system with thorough documentation of troubleshooting steps, outcomes, and client interactions (ITIL Incident Management) Maintain clear and proactive communication with clients, providing status updates and realistic timelines for resolution Create and update knowledge base articles based on resolved issues, enabling faster resolution of similar problems in the future (ITIL Knowledge Management) Provide basic training and guidance to clients on IT systems, software applications, and best practices to prevent recurring issues Assist with basic hardware and software configurations, installations, and updates Collaborate with other IT professionals on the team to address complex issues and escalate appropriately to Tier 2 and 3 Stay current on industry trends, emerging technologies, and best practices through continuous learning and professional development What You Bring Why Audian Competitive salary and benefits including health, dental, and vision coverage Career growth within a company that values internal promotion and rewards excellence Exposure to diverse client environments and cutting-edge technologies A Human-First culture where technology serves people, not vice versa Work with business-minded technologists who think strategically about infrastructure Mentorship from experienced senior technicians and formal training programs Audian is an equal opportunity employer. We value diverse perspectives and are committed to building a team that reflects the communities we serve.