Technical Support Engineer - Tier 1 (hybrid)

We are currently seeking a self-motivated and dedicated individual to join our Technical Support team. This role requires a broad array of technical knowledge and troubleshooting skills to support our clients located throughout Northeast Ohio. The primary responsibilities include being the first point of contact for clients, troubleshooting technical issues, interfacing with our ticketing platform, working in our managed services system, and escalating complex problems to higher-level technical support. As most of our client support consists of remote assistance, excellent communication skills are a must. The qualified individual will possess superior customer service skills and the ability to problem solve and multi-task effectively in challenging situations. The capacity to work independently as well as part of a team is critical. While a majority of work can be performed remotely, occasional onsite service for clients may be required.

Essential Functions

• Serve as the initial point of contact for clients through phone calls, emails, and chat support to assist with technical issues
• Provide clients with clear, step-by-step guidance, ensuring they are informed of the next steps
• Perform basic troubleshooting for servers, desktops, networks, and cloud applications
• Communicate clearly and professionally, ensuring timely follow-up and status updates regarding ongoing issues
• Provide exceptional customer service by maintaining a professional and empathetic demeanor
• Identify issues that require specialized attention and escalate to a higher level of support
• Accurately document all support interactions, troubleshooting steps, and solutions in a ticketing system
• Contribute to the internal knowledge base by documenting recurring issues and resolutions for future reference
• Monitor network or system performance using available tools to identify potential issues
• Follow standard help desk procedures
• Collaborate with peers, clients, and vendors for appropriate working solutions
• Achieve daily utilization goals
• Participate in the on-call rotation schedule
• Proactively stay current with technology changes, updates, and practices

Experience Required

• Degree in IT relevant field and/or equivalent certifications (preferred)
• 3 years' experience troubleshooting in a technical support role
• Proven ability to manage multiple concurrent tasks and to prioritize them based on urgency
• Experience with Windows OS, Windows Server, and Microsoft 365
• Working knowledge of virtualization and cloud operations
• Proficient with network performance monitoring and troubleshooting
• Hands-on experience with server, desktop, and networking hardware
• Experience working within a cross-functional team
• Familiarity with ticketing systems and maintaining accurate documentation

Integrated IT Group is an equal opportunity employer and does not discriminate in hiring or employment, in accordance with the requirements of all applicable laws, including race, color, religion, national origin, ancestry, age, gender, marital status, military status, sexual orientation, disability, or medical condition