Tier 1 Support Engineer

Tier 1 Support Engineer

Location: Durham North Carolina (Hybrid / Remote)

Employment Type: Full-Time 

Reports To: Tier 3 engineer / Engineering manager

About Us

Secure Network Administration is a growing Managed Service Provider (MSP) delivering IT support, network management, and cybersecurity services to small and mid-sized businesses nation-wide, in many different business verticals. We pride ourselves on fast, friendly support and building long-term relationships with our clients. We're looking for a Tier 1 Support Engineer to join our service desk and be the first point of contact for client issues.

About the Role

As a Tier 1 Support Engineer, you'll be the frontline of our service desk: triaging, troubleshooting, and resolving day-to-day technical issues for our clients' end users. This is a great entry point into the MSP world, with clear growth potential into Tier 2/3 engineering, network administration, or cloud engineering roles as you build your skills.

What You'll Do

• Serve as the first point of contact for incoming client support requests via phone, email, and ticketing system
• Triage, log, and prioritize tickets accurately in our PSA/ticketing platform
• Troubleshoot and resolve common issues: password resets, account lockouts, printer and peripheral problems, software installs, connectivity issues, and basic hardware troubleshooting
• Support Microsoft 365 / Google Workspace administration (user provisioning, mailbox issues, permissions)
• Perform basic Active Directory tasks (user creation, group membership, password resets)
• Escalate complex issues to Tier 2/3 engineers with clear, thorough documentation
• Maintain excellent communication with clients — set expectations, provide status updates, and follow up to confirm resolution
• Document solutions and contribute to the internal knowledge base
• Assist with onboarding/offboarding tasks for client end users
• Meet SLA response and resolution time targets
• Provide remote support via remote access tools; occasional on-site support as needed

What You'll Need

• 1+ year of experience in a help desk, service desk, or technical support role (MSP experience a plus)
• Solid working knowledge of Windows 10/11; basic macOS familiarity helpful
• Experience supporting Microsoft 365 (Outlook, Teams, SharePoint, OneDrive)
• Basic understanding of networking concepts (IP addressing, Wi-Fi, VPN, DNS)
• Familiarity with Active Directory and basic user administration
• Strong customer service skills — clear communicator, patient, and empathetic with non-technical users
• Ability to manage multiple tickets and priorities in a fast-paced environment
• Strong problem-solving skills and a genuine curiosity for how things work
• Reliable transportation for occasional on-site visits (when applicable)

Nice to Have

• CompTIA A+, Network+, or Microsoft certifications (or in progress)
• Experience with RMM and PSA tools (ConnectWise, Datto, NinjaOne, Autotask, etc.)
• Familiarity with basic scripting (PowerShell) for repetitive tasks
• Prior experience in an MSP environment supporting multiple clients

What We Offer

• Competitive salary based on experience
• Health, dental, and vision insurance
• Paid time off and paid holidays
• 401(k) [with match, if applicable]
• Paid certifications and ongoing training support
• Clear career growth path into Tier 2/3 and specialized roles
• A supportive, team-oriented culture

We'd love to hear about your experiences solving problems and helping people with technology — even if it's not all from a "traditional" IT background. Secure Network Administration is an Equal Opportunity Employer.