{"schemaVersion":"jobsearcher.job.v1","id":"7712e818678409d228ddac73","url":"https://jobsearcher.com/jobs/7712e818678409d228ddac73","canonicalUrl":"https://jobsearcher.com/jobs/7712e818678409d228ddac73","title":"IT/Engineering Support","description":"Tier 1 Support EngineerLocation: Durham North Carolina (Hybrid / Remote)Employment Type: Full-TimeReports To: Tier 3 engineer / Engineering managerSecure Network Administration is a growing Managed Service Provider (MSP) delivering IT support, network management, and cybersecurity services to small and mid-sized businesses nation-wide, in many different business verticals. We pride ourselves on fast, friendly support and building long-term relationships with our clients. We're looking for a Tier 1 Support Engineer to join our service desk and be the first point of contact for client issues.As a Tier 1 Support Engineer, you'll be the frontline of our service desk: triaging, troubleshooting, and resolving day-to-day technical issues for our clients' end users. This is a great entry point into the MSP world, with clear growth potential into Tier 2/3 engineering, network administration, or cloud engineering roles as you build your skills.Serve as the first point of contact for incoming client support requests via phone, email, and ticketing systemTriage, log, and prioritize tickets accurately in our PSA/ticketing platformTroubleshoot and resolve common issues: password resets, account lockouts, printer and peripheral problems, software installs, connectivity issues, and basic hardware troubleshootingSupport Microsoft 365 / Google Workspace administration (user provisioning, mailbox issues, permissions)Document solutions and contribute to the internal knowledge baseProvide remote support via remote access tools; occasional on-site support as needed1+ year of experience in a help desk, service desk, or technical support role (MSP experience a plus)~ Solid working knowledge of Windows 10/11; Experience supporting Microsoft 365 (Outlook, Teams, SharePoint, OneDrive)~ Basic understanding of networking concepts (IP addressing, Wi-Fi, VPN, DNS)~ Strong customer service skills — clear communicator, patient, and empathetic with non-technical users~ Reliable transportation for occasional on-site visits (when applicable)CompTIA A+, Network+, or Microsoft certifications (or in progress)Prior experience in an MSP environment supporting multiple clientsHealth, dental, and vision insurance~ Paid time off and paid holidays~Paid certifications and ongoing training support~ We'd love to hear about your experiences solving problems and helping people with technology — even if it's not all from a \"traditional\" IT background. Secure Network Administration is an Equal Opportunity Employer.","company":"Secure Network Administration","rawCompany":"secure network administration","city":"Durham","state":"NC","isRemote":false,"isActive":false,"createdAt":"2026-10-20T15:09:34.845Z","occupations":[{"code":"15-1244.00","title":"Network and Computer Systems Administrators","slug":"network-and-computer-systems-administrators"},{"code":"15-1231.00","title":"Computer Network Support Specialists","slug":"computer-network-support-specialists"},{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"}],"industries":[{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"541513","title":"Computer Facilities Management Services","slug":"computer-facilities-management-services"},{"code":"541519","title":"Other Computer Related Services","slug":"other-computer-related-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"IT/Engineering Support","description":"Tier 1 Support EngineerLocation: Durham North Carolina (Hybrid / Remote)Employment Type: Full-TimeReports To: Tier 3 engineer / Engineering managerSecure Network Administration is a growing Managed Service Provider (MSP) delivering IT support, network management, and cybersecurity services to small and mid-sized businesses nation-wide, in many different business verticals. We pride ourselves on fast, friendly support and building long-term relationships with our clients. We're looking for a Tier 1 Support Engineer to join our service desk and be the first point of contact for client issues.As a Tier 1 Support Engineer, you'll be the frontline of our service desk: triaging, troubleshooting, and resolving day-to-day technical issues for our clients' end users. This is a great entry point into the MSP world, with clear growth potential into Tier 2/3 engineering, network administration, or cloud engineering roles as you build your skills.Serve as the first point of contact for incoming client support requests via phone, email, and ticketing systemTriage, log, and prioritize tickets accurately in our PSA/ticketing platformTroubleshoot and resolve common issues: password resets, account lockouts, printer and peripheral problems, software installs, connectivity issues, and basic hardware troubleshootingSupport Microsoft 365 / Google Workspace administration (user provisioning, mailbox issues, permissions)Document solutions and contribute to the internal knowledge baseProvide remote support via remote access tools; occasional on-site support as needed1+ year of experience in a help desk, service desk, or technical support role (MSP experience a plus)~ Solid working knowledge of Windows 10/11; Experience supporting Microsoft 365 (Outlook, Teams, SharePoint, OneDrive)~ Basic understanding of networking concepts (IP addressing, Wi-Fi, VPN, DNS)~ Strong customer service skills — clear communicator, patient, and empathetic with non-technical users~ Reliable transportation for occasional on-site visits (when applicable)CompTIA A+, Network+, or Microsoft certifications (or in progress)Prior experience in an MSP environment supporting multiple clientsHealth, dental, and vision insurance~ Paid time off and paid holidays~Paid certifications and ongoing training support~ We'd love to hear about your experiences solving problems and helping people with technology — even if it's not all from a \"traditional\" IT background. Secure Network Administration is an Equal Opportunity Employer.","datePosted":"2026-10-20T15:09:34.845Z","dateModified":"2026-10-20T15:09:34.845Z","hiringOrganization":{"@type":"Organization","name":"Secure Network Administration","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Durham","addressRegion":"NC","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"7712e818678409d228ddac73"},"url":"https://jobsearcher.com/jobs/7712e818678409d228ddac73"}}