What are the responsibilities and job description for the Tier 1 Support Engineer position at Sparta Services LLC?
Sparta Services is a fast-growing IT Consulting and Service company. Based in Kirkland, WA serving clients globally.
We are looking for a motivated and customer-focused Tier 1 Support Engineer. You will be instrumental in triaging support tickets for our customers and helping to ensure customer technical issues are resolved within SLA time frames and with the highest level of customer service.
Our clients are in manufacturing, financial and community association management companies. In this role you will be the first point of contact for IT Support matters. This is a full-time role.
Key Responsibilities:
- Responding to client inquiries and service requests via phone, email, and ticketing system.
- Diagnosing and resolving technical issues related to hardware, software, and network systems.
- Escalating complex issues to higher-tier support when necessary.
- Monitoring and maintaining client systems to ensure optimal performance and uptime.
- Documenting all support activities and resolutions in the ticketing system.
- Providing excellent customer service and maintaining strong client relationships.
- Assisting with the setup and configuration of new client systems and devices.
- There maybe times where you’ll need to go onsite to a customer
- Participating in on-call rotation for after-hours support as needed.
Qualifications:
- Associate's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
- Basic understanding of networking, operating systems, and common software applications.
- Strong problem-solving skills and attention to detail.
- Excellent communication and interpersonal skills.
- Ability to work independently and as part of a team.
- Prior experience in a help desk or technical support role is a plus.
- Relevant certifications (e.g., CompTIA A , Network ) are desirable.
- Prior experience with Autotask, IT Glue, NinjaOne a plus
- Cloud experience/knowledge in 365 and Azure a plus
What We Offer:
- Competitive salary.
- Opportunities for professional growth and development.
- A supportive and collaborative work environment.
- Access to the latest technologies and tools.