IT Service Desk Tier 1 (Helpdesk)

Service Desk Engineer (Tier 1) ***Role will be onsite 5 days per week and move to a 3/2 hybrid set up after 6 months of training based upon performance*** Service Desk Engineer Position Summary The Service Engineer (Tier 1) is responsible for delivering timely, professional, and high-quality technical support to our Consulting clients. This role serves as the first point of contact for end users seeking technical assistance and is responsible for troubleshooting common hardware, software, Microsoft 365, and networking issues while delivering an exceptional customer experience. The Service Engineer (Tier 1) is expected to efficiently assess customer issues, resolve incidents whenever possible, and appropriately escalate more complex technical problems to higher-tier engineers. Success in this role requires strong customer service skills, excellent communication, attention to detail, and a commitment to following established processes and service standards. This position plays a critical role in ensuring client satisfaction by maintaining ownership of support requests, communicating proactively with customers, and contributing to the overall success of the Service Desk.