Triage/Tier 1 IT Support Engineer

We are looking for a Triage/Tier 1 IT Support Engineer who will serve as the first line of support for our clients. This critical role is responsible for the triage and coordination of incoming support requests, ensuring timely and effective resolution by collaborating with the appropriate internal service teams. As the first point of contact for our customers, the Service Call Coordinator will respond to inquiries via phone, chat, and email, providing exceptional service and support. This position plays a pivotal role in monitoring and managing incoming tickets, prioritizing requests, and escalating issues as needed. In addition to coordinating service calls, the role involves resolving basic technical issues, maintaining service level agreements (SLAs), and ensuring a seamless support experience for every client interaction.

Who You Are:

• You have a High School Diploma or GED.
• You have at least one (1) year of experience in IT support, service desk, or in a similar technical support role.
• You have a foundational understanding of IT concepts, including hardware, software, networking, and common troubleshooting methods.
• You are familiar with SLAs and performance-based service environments. 
• You have a customer-first orientation and the ability to communicate effectively in potentially difficult situations.
• You are detail-oriented, organized, and able to effectively prioritize and execute tasks.
• You have strong decision-making skills and confidence to keep the support process moving efficiently.

What You’re Accountable For:

• Receiving, assessing, and triaging incoming support requests- via phone, chat, email, or automated systems- to accurately identify the nature, scope, and urgency of each issue, ensuring timely and appropriate routing or resolution.
• Dispatching service requests to the appropriate teams and proactively escalating and tracking high-priority tickets through to resolution.
• Ensuring all customer information is thoroughly and accurately captured during support ticket creation and the dispatching process to enable efficient resolution and effective communication.
• Resolving basic customer issues/tickets and closely following escalated tickets to build understanding of advanced problems and their solutions.
• Consistently meeting or exceeding key performance indicators (KPIs) and maintaining a high customer satisfaction (CSAT) rating.
• Communicating internally and externally to provide information and updates regarding client support requests, updating documentation as needed.
• Coordinating with other departments as necessary to continuously improve the support experience.
• Verifying supported and unsupported users for proper Criterion agreement billing.
• Routinely reviewing service boards to verify ticket accuracy (including agreement, priority, and contact details) and promptly escalating tickets in 'Customer Responded' or 'Action Required' statuses to ensure timely follow-up.
• Assisting in communicating known issues with the appropriate service team and aiding in bundling related tickets to streamline service.
• Providing excellent customer service during each interaction with clients and internal team members.
• Following all established policies, processes, expectations, and service level agreements (SLAs) to ensure client needs are met, while accurately documenting time, work performed, and all client communications.
• Following all steps outlined in the End of Day procedure.
• Recording and submitting daily timesheets detailing client work.
• Any other duties and tasks that are required by the Company.

What You’ll Use:

• Microsoft Office Suite
• Microsoft 365
• Active Directory
• ConnectWise
• 3CX