Service Desk Engineer Tier 1

Published date Posted on Indeed on Nov 24, 2022 (5 d ago)

Service Desk Engineer Tier 1

Tier 1 engineers are the first point of contact for our clients and provide rapid tactical response to pressing client needs. The primary objective of this role is to provide first contact resolution. Tier 1 engineers are tasked with diagnosing, analyzing, troubleshooting, and resolving IT problems for our managed services clients. The ability to ask clarifying questions, establishing scope of service requests, and escalating issues outside their scope is vital to the success of the service teams and our clients. This role also requires a high level of interpersonal and relationship management skills to provide world-class service experiences.


  • Take ownership of client technology issues and see them through to resolution.
  • Provide responsive client service with a positive attitude while under time pressure.
  • Ensure that all tickets are responded to within SLA targets.
  • Support client facing environments based on the Microsoft Windows technology stack, including Active Directory, DNS, DFS, Exchange, MS SQL, MS Office, MS365, etc.
  • Support client facing environments that may include Apple iOS/OSX devices or other non-Microsoft based systems.
  • Support for mobile devices, printers, scanners, thin-clients, and phones.
  • Appropriately classify incoming tickets for accurate and timely service delivery.
  • Maintain accurate and detailed notes in all tickets touched.
  • Manage incoming ticket flow and tech assignments on a rotating basis.
  • Escalate or transfer tickets to the appropriate internal teams.
  • Follow established procedures with awareness of overriding client or business needs.
  • Be available for on-call after-hours support on a rotating basis (one week per month max).
  • Document client environments, applications, and process.
  • First-tier troubleshooting of the virtualization environment hosted client facing systems.
  • Maintain awareness of client on-premises networks and related infrastructure.
  • Be available to travel to non-local client sites nationally up to a week per quarter.
  • Supporting a healthy team by load balancing tasks for a team member who is out of office.
  • Proactively identifying internal or external bottlenecks in service delivery.
  • Perform other related responsibilities as determined by management.
  • Keep management informed of any client satisfaction or relationship concerns.
  • Communicate effectively and at appropriate times with all levels of internal staff and client personnel.

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EEO Disclosure
DeepNet is an equal opportunity employer, and we welcome applications from those who contribute to our diversity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, mental, or physical disability, age, sexual orientation, gender identity, national origin, familial status, veteran status, or genetic information. DeepNet is committed to providing access, equal opportunity, and reasonable accommodation for all individuals in employment practices, services, programs, and activities.

Job Type: Full-time

Pay: $50,000.00 - $60,000.00 per year

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