Tier 1 Technical Support Engineer (TSE)
Piper Companies is hiring a Tier 1 Technical Support Engineer for a growing IT Services firm located in Raleigh, NC. The Tier 1 Support Engineer will be responsible for assisting end users via remote and onsite support, resolving basic technical issues related to operating systems, network connectivity, and common applications. The position is primarily remote within North Carolina, with occasional travel to customer sites based on need.
- Responsibilities for the Tier 1 Technical Support Engineer:
- Respond to help desk tickets and user inquiries related to Windows and macOS platforms
- Diagnose and resolve basic hardware, software, and network connectivity issues
- Assist with onboarding of new users, including account setup, device configuration, and access permissions
- Support troubleshooting of network protocols including DNS, DHCP, and VPN connectivity
- Escalate complex issues to Tier 2 or Tier 3 support while providing relevant documentation
- Maintain accurate records of troubleshooting steps, resolutions, and system changes
- Provide support for Office 365 applications and basic cloud services
- Requirements for the Tier 1 Technical Support Engineer:
- 1+ years of experience in a technical support or help desk role
- Working knowledge of Windows 10/11 and macOS environments
- Familiarity with basic networking: DNS, DHCP, VPNs
- Exposure to Active Directory, user account management, and Microsoft Entra is a plus
- Experience supporting Office 365 suite and general cloud application troubleshooting
- Strong communication and customer service skills
- Willingness to learn and grow into more advanced technical responsibilities
- Compensation for the Tier 1 Technical Support Engineer:
- $50,000-$60,000 base salary
- Full Comprehensive Benefits: Health, Vision, Dental, PTO, Paid Holiday and Sick Leave if Required by Law
Keywords: technical support, IT support, managed service provider, MSP, Windows, macOS, M365, O365, Active Directory, Microsoft Entra, GPO, networking, TCP/IP, DNS, DHCP, VPN, firewalls, routers, switches, Azure Cloud, domain management, SSL certificates, printer troubleshooting, VOIP, remote access, VMware, virtual machines, ConnectWise, ScreenConnect, Automate, client communication, documentation, customer service, problem solving, diagnostics, onsite support, remote support, self-motivated, detail-oriented, certifications, continuing education
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This job opens for applications on 7/18/2025. Applications for this job will be accepted for at least 30 days from the posting date.
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