Job Description
**ABOUT THIS POSITION**
The Advanced IT Support Engineer is a senior-level Tier 1 technician who serves as a technical leader within the Help Desk team. This role focuses on handling complex end-user support requests, mentoring junior technicians, and ensuring high-quality service delivery. While not directly responsible for Tier 2/3 resolution, this position plays a critical role in triaging, documenting, and escalating issues effectively.
**WHAT YOU'LL DO**
Advanced Troubleshooting & Triage
+ Resolve a wide range of Tier 1 issues independently, including hardware/software troubleshooting, account access, M365 support, and connectivity problems.
+ Perform in-depth triage for complex issues and escalate to Tier 2/3 with complete documentation of symptoms and steps taken.
+ Identify patterns in recurring issues and recommend improvements to Tier 1 workflows or documentation.
Service Management & Communication
+ Serve as a senio...
The Advanced IT Support Engineer is a senior-level Tier 1 technician who serves as a technical leader within the Help Desk team. This role focuses on handling complex end-user support requests, mentoring junior technicians, and ensuring high-quality service delivery. While not directly responsible for Tier 2/3 resolution, this position plays a critical role in triaging, documenting, and escalating issues effectively.
**WHAT YOU'LL DO**
Advanced Troubleshooting & Triage
+ Resolve a wide range of Tier 1 issues independently, including hardware/software troubleshooting, account access, M365 support, and connectivity problems.
+ Perform in-depth triage for complex issues and escalate to Tier 2/3 with complete documentation of symptoms and steps taken.
+ Identify patterns in recurring issues and recommend improvements to Tier 1 workflows or documentation.
Service Management & Communication
+ Serve as a senio...
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