We are seeking an IT Systems Engineer (Tier 1) to serve as a key technical resource in our support organization, addressing both basic and complex technical issues. In this role, you will work directly with clients to resolve support tickets, troubleshoot systems, servers, network devices, and cloud infrastructure, and handle internal escalations while routing advanced cases to the Tier 3 team when necessary. You will play a vital role in taking ownership of customer cases, ensuring timely resolution, providing exceptional customer service, and assisting with baseline tasks during peak times to drive efficient operations across the team.

Responsibilities
Ticket Management & Resolution: Handle and resolve support tickets from various channels (phone, email, customer portal), ensuring timely and thorough resolution.
Technical Troubleshooting: Troubleshoot and resolve issues beyond basic workstation problems, including servers, networks, and cloud-based systems at a foundational level.
Escalation & Collaboration: Collaborate with team members, support Tier 1 staff as needed,





and escalate advanced issues to Tier 3 when appropriate.
Documentation & Ownership: Take full ownership of customer tickets, document issue resolutions, and update internal technical procedures.
System Monitoring: Assist with system monitoring, proactively responding to alerts and technical indicators.
Continuous Improvement & Flexibility: Engage in ongoing training and certification programs to improve skills, with the flexibility to work various shifts, including holidays and weekends.

Qualifications
Minimum 6 months to 1+ year of experience supporting and troubleshooting IT environments (networks, servers, and cloud platforms).
Proven experience in a help desk, technical support, or customer-facing service role.
Familiarity with LAN/WAN environments, Office 365, Azure, and remote monitoring tools.
Working knowledge of Microsoft Windows Server, Active Directory, and basic networking protocols (

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