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:

• Time Management: You have developed time management skills and can manage multiple assigned tasks in a short time period.
• Communication: Excellent verbal and written communication skills for interacting with clients.
• Team-oriented: Strong interpersonal skills and a team-oriented mindset.
• Intellectual Curiosity: Possessing a desire to continuously expand technical knowledge.
• Client-centric: Demonstrates empathy and adeptness in understanding people and situations. Recognizes the importance of assisting clients in achieving their business objectives. Possesses a genuine desire to support individuals and streamline their work processes. Exhibits exceptional skill in setting and meeting expectations consistently.

Education and Years of Experience:

• High school diploma required; associate or bachelor's degree preferred.
• Other relevant certifications like Microsoft, CompTIA, etc. can be advantageous

Knowledge, Skills, and Abilities:

• Prior experience in a customer-facing role, providing technical support where you demonstrated patience, empathy, and commitment to delivering outstanding customer service.
• Proven experience in troubleshooting and resolving basic technical issues.
• Experience with remote support tools, diagnostic utilities, and ticketing systems.
• Familiarity with operating systems like Windows, Linux, and macOS.
• Fundamental understanding or Active Directory, Office 365 Administration and Entra ID (Azure).
• Strong foundational knowledge of computer hardware, software, and networking concepts.
• Analytical and logical approach to troubleshooting and issue resolution.
• Proficiency in using remote support tools, diagnostic utilities, and ticketing systems.
• Ability to follow established processes, procedures, and best practices.
• Excellent verbal and written communication skills for interacting with clients.
• Willingness to learn from experienced colleagues and participate in training programs

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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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