What are the responsibilities and job description for the Technical Support Engineer position at Elevate Technology Solutions?
Elevate Technology Solutions is currently accepting applications for a Tier 1 Support Engineer . Your role is to act as the first point of contact for client IT support requests and incidents. Triaging and resolving basic IT issues like password resets, software troubleshooting, and general end-user support. This is a position based out of our Brockton, MA headquarters and does require working from the office and client sites.
The Tier 1 Support Engineer will be responsible for the following :
- Providing excellent customer service by responding promptly and professionally to client inquiries.
- Answering incoming phone calls and emails to initiate new service requests.
- Performing initial diagnostics and troubleshooting steps for more complex issues requiring escalation.
- Assisting with routine maintenance tasks like patching and updates.
- Configuring and shipping laptops, phones or tablets.
- Managing assigned tickets daily to comply with service level agreements.
- Participating in training programs to enhance technical skills and knowledge.
- Collaborating with and learning from senior engineers.
- The Tier 1 role is crucial for MSPs (Managed Service Providers) as it ensures prompt and efficient resolution of common client issues, while escalating complex problems to specialized teams, ultimately delivering best in class service and support.
To excel in this position, candidates should possess the following attributes :
Education and Years of Experience :
Knowledge, Skills, and Abilities :
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Elevate Technology Solutions Elevate is a small business with solid past performance and a record of bringing innovation, cost savings and seasoned experts to our customers.
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