Triage/Tier 1 IT Support Engineer

TL;DR

Triage/Tier 1 IT Support Engineer: Serving as the first line of support for clients, coordinating incoming support requests, and ensuring timely resolution by collaborating with internal service teams. Focus on monitoring and managing incoming tickets, prioritizing requests, and resolving basic technical issues while maintaining SLAs and customer satisfaction.

Location: Remote

Company

hirify.global, now a Thrive Company, is a growing IT services provider passionate about helping clients with technology support, maintaining a collaborative and values-driven culture.

What you will do

• Receive, assess, and triage incoming support requests via phone, chat, email, or automated systems.
• Dispatch service requests to appropriate teams and proactively escalate high-priority tickets.
• Ensure all customer information is thoroughly and accurately captured during ticket creation and dispatch.
• Resolve basic customer issues/tickets and closely follow escalated tickets to build understanding.
• Consistently meet or exceed key performance indicators (KPIs) and maintain a high customer satisfaction (CSAT) rating.
• Communicate internally and externally to provide updates and coordinate with other departments for continuous improvement.
• Routinely review service boards for ticket accuracy and promptly escalate tickets for timely follow-up.
• Accurately document time, work performed, and all client communications, following policies and SLAs.

Requirements

• High School Diploma or GED.
• At least one (1) year of experience in IT support, service desk, or a similar technical support role.
• Foundational understanding of IT concepts, including hardware, software, networking, and common troubleshooting methods.
• Familiarity with SLAs and performance-based service environments.
• Customer-first orientation and ability to communicate effectively in potentially difficult situations.
• Detail-oriented, organized, and able to effectively prioritize and execute tasks with strong decision-making skills.
• Proficiency with Microsoft Office Suite, Microsoft 365, Active Directory, ConnectWise, and 3CX.

Culture & Benefits

• Competitive benefits package including medical, dental, and vision insurance, company matches to 401(k), and company-paid short-term disability and life insurance.
• Generous compensation package.
• Paid time off for vacations, sick time, personal days, plus a paid day off on your birthday.
• Well-rounded approach to employee wellness.
• Open and collaborative work environment – both in office and from home.
• Frequent employee engagement activities ranging from potlucks to virtual BINGO.
• In-depth onboarding program including lunch with leadership and job shadows with every department.
• Continuous performance management process with open communication, consistent check-ins, and support from leaders.