Tier 1 Support Engineer

Power Consulting Group is a fast-growing, high-energy, NYC-based Managed IT Services Provider (MSP), supporting and implementing all aspects of technology including cloud, virtualization, and security. We are dedicated to delivering exceptional customer service and high-quality support to our clients.

We are seeking a Tier 1 Support Technician to join our Managed Services team. This role serves as the frontline technical support resource, focused on rapid response, troubleshooting, and maintaining ticket flow, while supporting basic dispatch functions when needed to ensure SLA performance.

Hybrid 3 Days in NYC office 2 days remote

Prior MSP service desk experience supporting multiple client environments is required. Experience on a single-client outsourced helpdesk alone does not satisfy this requirement.

RESPONSIBILITIES - Tier 1 Technical Support

• Client support and customer service
• Desktop, laptop, mobile device, peripheral, and basic application support
• Troubleshoot and resolve basic technical issues
• Perform initial triage and troubleshooting with a focus on quick resolution or escalation
• Ensure tickets are categorized, prioritized, and have sufficient detail
• Help identify tickets at risk of breaching SLA and escalate accordingly
• Escalate issues appropriately to Tier 2/3 when needed

Ticket Management & Documentation

• Document all work clearly and thoroughly in tickets
• Maintain proper ticket status, due dates, and next steps
• Ensure no ticket is left without actionable updates
• Keep tickets moving and avoid idle or aging tickets

SLA & Responsiveness

• Meet or exceed first-response SLAs
• Prioritize tickets based on urgency and business impact
• Identify and escalate SLA risks early
• Maintain consistent communication with clients

REQUIRED TECHNICAL SKILLS

• Proficient in Windows 10/11
• Proficient in Mac OS support
• Microsoft Office Application support and troubleshooting
• Basic Microsoft Entra / Azure AD understanding
• Basic Microsoft 365 & Google Workspace Administration
• Desktop/laptop hardware troubleshooting
• Basic networking fundamentals (LAN/WAN, connectivity troubleshooting)
• Mobile device support (iOS & Android)
• Proficient in Printer and scanner troubleshooting
• Proficient in MFA and password reset workflows
• Active Directory basics
• Teams, OneDrive, SharePoint basics
• Basic understanding of endpoint security, phishing reports, and security alert escalation

REQUIRED PROFESSIONAL SKILLS

• Superior verbal and written communication skills
• Strong customer service mindset
• Excellent documentation and organizational skills
• Detail-oriented, thorough, and process-driven
• Professional demeanor; punctual and team-oriented
• Ability to multitask in a fast-paced environment
• Willingness to learn, accept feedback, and improve technical skills over time.

PREFERRED EXPERIENCE WITH

• Autotask (or similar PSA)
• Kaseya / Datto RMM tools
• IT Glue, Hudu, or similar documentation platforms.
• SonicWall or similar networking equipment
• MSP service desk environments

Education

• High school diploma or equivalent (strongly preferred)
• CompTIA A+ (strongly preferred)
• Microsoft MS900 (preferred)

Pay: $60,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Vision insurance

Application Question(s):

• Do you have hands-on experience supporting both Windows and macOS environments?

Experience:

• MSP: 1 year (Required)
• 365 administration: 1 year (Preferred)

License/Certification:

• CompTIA A+ (Required)

Work Location: In person