Level 1 IT Support

Job description:

Position: Level 1 IT Support Engineer

Location: Office - Parsippany

Core Focus

• Protecting Companies from Cybercrime
• Niche
• Protecting Businesses from failure by providing Education, Proactive Services, Security & Data Protection.

Key Criteria/Requirements

Position Summary:

The Level 1 IT Support Engineer is responsible for providing front-line support to end-users by troubleshooting and resolving common IT issues, escalating when necessary, and delivering excellent service. This role includes scheduled weekday support and rotational emergency after-hours/weekend availability.

Schedule & Availability

• Primary Hours: Monday through Friday, 8:00 AM – 6:00 PM EST (8-hour shift)
• After-Hours On-Call (Rotational):
• Weekdays: 6:00 PM – 11:00 PM EST
• Weekends: Friday 6:00 PM – Monday 8:00 AM EST

Note: After-hours support is for emergencies only and activated based on client engagement. Not all clients have after-hours coverage.

Primary Job Tasks

• Respond to tickets related to workstations, software, printers, email, and network connectivity.
• Provide timely and professional support through remote tools, phone, and email.
• Document all support activities accurately in the ticketing system.
• Escalate complex issues to Level 2/3 engineers following internal procedures.
• Monitor and resolve basic RMM alerts.
• Perform initial triage, troubleshooting, and resolution.
• Provide user support for Microsoft 365, password resets, printer setups, and basic networking issues.
• Follow standard operating procedures and internal documentation.
• Participate in on-call emergency support rotations as required.
• Main Responsibilities, Required Skills, and Knowledge
• Proficiency with Windows OS (10/11) and basic troubleshooting.
• Familiarity with remote desktop tools (e.g., ConnectWise).
• Basic understanding of Microsoft 365, email clients, and SaaS applications.
• Basic networking knowledge (DNS, DHCP, VPN, etc.).
• Excellent English communication skills (written and spoken).
• Clear documentation and attention to detail.
• Ability to follow technical instructions and SOPs accurately.
• Customer-service-focused mindset with professionalism and patience.
• Ability to adapt to changing priorities and multitask under pressure.
• Required Education and Experience
• 3years + of experience in IT support/help desk roles.
• Experience working with international/remote MSPs is a plus.
• Reliable internet connection and quiet working environment.

Job Type: Full-time

Benefits:

• Flexible schedule
• Work from home

Work Location: Onsite in Central and South Jersey

Job Type: Full-time

Pay: $18.00 - $20.00 per hour

Work Location: In person