What are the responsibilities and job description for the Tier 1 Helpdesk Engineer position at Brightline Technologies?
We’re seeking a reliable and client-focused Tier 1 Helpdesk Engineer to join our team in Brighton, Michigan. This is an on-site entry-level role providing remote and in-person support to a wide range of clients. The ideal candidate is a strong communicator who can remain calm under pressure, guide clients through technical issues with clarity and confidence, and strive to embody our company vision.
Company Vision
- Our vision is to redefine the role of a Managed Service Provider by building long-lasting relationships founded on respect, expertise, and passion. We strive to set a new standard in our industry—where companies are empowered by thoughtful, multi-perspective solutions and never forced into one-size-fits-all approaches. At Brightline, we envision a future where our commitment to partnership and innovation produces lasting value and success for everyone we serve.
Key Responsibilities
- Perform ticket triage and escalate as needed
- Provide remote and on-site base-level user support
- Conduct backup checks and testing
- Apply server and firewall updates
- Monitor and remediate alerts, escalating when necessary
- Communicate clearly with clients regarding next steps and ETAs
- Participate in a rotating on-call schedule to provide after-hours support
Required Skills & Experience
- Experience with Windows desktop operating systems
- Understanding of TCP/IP, DNS, and basic internet troubleshooting
- Familiarity with multiuser environments (Remote Desktop Services, Citrix, VDI)
- Basic understanding of networking components (routers, switches, patch panels)
- Working knowledge of wireless technologies
- Prior experience in a Managed Services Provider (MSP) environment preferred, but not required
- Strong communication skills and a desire to learn and grow
Compensation
- Base pay plus performance-based bonuses
- Salary range for this position is $40,000-$48,000, dependent on experience and demonstrated skillset
Work Location
- On-site: Brighton, Michigan
- Hybrid work eligibility after a successful probationary period
Salary : $40,000 - $48,000