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1St Line Support Engineer Jobs (NOW HIRING)

AMF Bakery

1st Line Support Engineer

Elk Grove Village, IL · On-site

$35 - $38/hr

AMF Bakery Systems is seeking a First Line Technical Service Support Engineer who will support AMF customers while they are experiencing breakdown or other technical issues. The ideal candidate for ...

Luminance

1st Line Support Agent

Dallas, TX · On-site

Act as the first point of contact for all technical support queries via phone and Intercom ... Collaborate with second and third line teams to ensure smooth handover of escalated issues. Success ...

Luminance

1st Line Support Agent

Dallas, TX · On-site

Act as the first point of contact for all technical support queries via phone and Intercom ... Collaborate with second and third line teams to ensure smooth handover of escalated issues. Success ...

Luminance

1st Line Support Agent

Dallas, TX · On-site

Act as the first point of contact for all technical support queries via phone and Intercom ... Collaborate with second and third line teams to ensure smooth handover of escalated issues. Success ...

ASM

Engineer II, Global Product Support

Phoenix, AZ · On-site

... first-line support. Your work will directly impact tool performance, customer confidence, and ASM ... What You'll Do As a Global Product Support Engineer, you'll operate at the highest technical level ...

IsI Enterprises LLC

Support Engineer I

Springfield, VA · On-site

$75K - $82K/yr

As a Support Engineer, you will play a critical role in delivering top-notch technical support ... Provide first-line support for all support requests, including email troubleshooting, password ...

ISI Enterprises

Support Engineer I

Springfield, VA · On-site

$75K - $82K/yr

As a Support Engineer, you will play a critical role in delivering top-notch technical support ... Provide first-line support for all support requests, including email troubleshooting, password ...

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How much do 1st line support engineer jobs pay per hour?

As of Aug 21, 2026, the average hourly pay for 1st line support engineer in the United States is $39.87, according to ZipRecruiter salary data. Most workers in this role earn between $29.57 and $46.63 per hour, depending on experience, location, and employer.

What is a 1st line support engineer?

1st Line Support Engineers are IT professionals who serve as the first point of contact for users experiencing technical issues. They handle initial inquiries, troubleshoot basic problems, and either resolve issues or escalate them to more specialized support teams. Their responsibilities often include answering helpdesk calls, responding to emails, and providing step-by-step guidance to resolve user issues quickly. They play a crucial role in maintaining smooth IT operations and ensuring user satisfaction.

What are the key skills and qualifications needed to thrive as a 1st line support engineer, and why are they important?

To thrive as a 1st Line Support Engineer, you need a solid understanding of basic IT concepts, troubleshooting, and customer service, often supported by a relevant IT qualification such as CompTIA A+ or equivalent experience. Familiarity with ticketing systems, remote desktop tools, and common operating systems (Windows, macOS) is typically required. Strong communication, patience, and problem-solving abilities help set outstanding support engineers apart. These skills ensure quick resolution of user issues, positive customer experiences, and efficient escalation when necessary.

What are some common challenges faced by 1st line support engineers, and how can they be effectively managed?

1st Line Support Engineers often encounter challenges such as managing high volumes of support tickets, addressing a wide range of technical issues, and maintaining clear communication with users who may have varying levels of technical knowledge. Effective time management, strong problem-solving skills, and the ability to remain patient and empathetic are key to overcoming these challenges. Leveraging ticketing systems, documenting solutions, and collaborating closely with 2nd and 3rd line teams can also help ensure efficient resolution of issues and continuous learning.

What is the difference between 1St Line Support Engineer vs Help Desk Technician?

Aspect1St Line Support EngineerHelp Desk Technician
CertificationsCompTIA A+, Microsoft CertifiedCompTIA A+ often preferred
Work EnvironmentCorporate IT support, technical troubleshootingHelp desk, customer support, remote assistance
ResponsibilitiesInitial troubleshooting, issue escalation, basic network supportResponding to user queries, ticket logging, basic hardware/software support

Both roles involve technical support, but a 1St Line Support Engineer typically handles more complex issues and escalates problems as needed, while Help Desk Technicians focus on initial contact and basic troubleshooting. The roles often overlap, but the Support Engineer may require more technical certifications and experience.

How much does a 1st Line Support Engineer make in the US?

A 1st Line Support Engineer in the US typically earns between $40,000 and $55,000 annually, with entry-level positions starting around $35,000 and experienced professionals earning up to $65,000 or more. Salaries vary based on location, experience, certifications, and the complexity of support provided, often involving troubleshooting hardware, software, and network issues in a helpdesk or IT support environment.
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What states have the most 1St Line Support Engineer jobs?

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What job categories do people searching 1St Line Support Engineer jobs look for?

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1St Line Support Engineer jobs near you
Infographic showing various 1St Line Support Engineer job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 72% Full Time, 22% Part Time, and 5% Contract. Highlights an 91% Physical, 2% Hybrid, and 7% Remote job distribution, with an average salary of $82,930 per year, or $39.9 per hour.

1st Line Support Engineer

AMF Bakery

Elk Grove Village, IL • On-site

$35 - $38/hr

Full-time

Re-posted 10 hours ago

Job description

About AMF Bakery
WE RISE TOGETHER!
At AMF, we are dedicated to working alongside our customers to produce better food for families around the world while creating better lives for our teammates, families, customers, and communities.
AMF Bakery Systems is the world's largest manufacturer of high-speed bakery equipment. We provide complete automated bakery solutions for numerous categories, including Soft Bread and roll, Artisan Bread and roll, Cake and Pie, Pizza and Flatbread and Pastry and Croissant. AMF is part of the Markel Food Groups, the leading equipment supplier to food manufactures around the world.
Our culture and shared values are spelled out in "The Markel Style" as we encourage and recognize teammates that bring these values to life each day. With the style as our guide, our teams pursue excellence while keeping a sense of humor. Seeking to know our customers' needs, we aim to build financial value for our shareholders while sharing success with others and winning together. We are inspired to work hard and encouraged to challenge management to find better ways of doing things. At AMF, we believe in fostering the professional development and personal potential of our diverse workforce.
If you're searching for the next company to call home, AMF Bakery Systems provides a teammate-centered culture with exciting career growth opportunities. We strive to build extraordinary teams by seeking out a wide range of talent, experiences, and diverse backgrounds. Diversity of thought and the collaboration of various life experiences are what drive growth and innovation at AMF.
Position Summary
If you are a passionate technical professional that enjoys interacting with customers and acting as the first line of defense to troubleshoot on the spot, we could have the perfect opportunity for you at AMF Bakery Systems!
AMF Bakery Systems is seeking a First Line Technical Service Support Engineer who will support AMF customers while they are experiencing breakdown or other technical issues. The ideal candidate for the role should have a strong customer-centric approach and be empowered to grow the aftermarket parts and service business. The Candidate must be able to work independently in a remote environment and have a passion to develop and share knowledge resources throughout company.
Job Duties Include:
  • Provide exceptional customer service including, but not limited to, proactive and responsive phone calls, troubleshooting, and researching requests
  • Act as the first line to answer all technical support calls within and outside of working hours. Provide end-user support via remote technologies, remote support app and telephone support and manage ticketing queue, ensuring all tickets are progressed and updated at regular intervals
  • Consistent and timely follow up with customers and internal teammates
  • Utilize case management to update, reassign, and keep cases up to date
  • Utilize online tools, reports, manuals, etc. to problem solve in order to respond to customer support questions and customer care rep questions in a timely manner
  • Support Preventative Maintenance Service packages by providing agreed online or phone support
  • Analyze service visit reports to ensure recommendations have been executed (including parts sales)
  • Support the Service Manager as a backup for daily administrative duties, including but not limited to, scheduling and dispatching field technicians, quoting service visits and inspections, organizing tools and parts for onsite jobs
  • Update and process 1st line tickets for team KPI
  • Support training program development and implementation; Produce documentation and develop a new knowledge base through the development of articles
  • Work with Tech Doc teammates to develop training packages to sell to customers
  • Support a culture of safety and maintain zero accident environment and ensure a safe and suitable work environment for self, teammates, and customers
  • Travel to customer sites (on rare occasions) for training purposes

Requirements:
  • Electrotechnical technical expertise and troubleshooting skills
  • PLC ladder logic and structured text; PLC and Hardware troubleshooting
  • 3 year of minimum experience in Customer technical support solving mechanical, electrical and programming troubleshooting
  • Displays exceptional customer service, problem solving, attention to details and workload prioritization
  • Ability to pivot quickly and work well under pressure

Qualifications:
  • Mechanical Engineering or Electrical Engineering degree considered a plus
  • Experience in CRM systems; MS Dynamics
  • Strong verbal and written communication skills
  • Basic compute operations such as internet and email protocols, connectivity, and internet networking
  • Bakery maintenance experience considered a plus
  • 20% Travel Requirement

Benefits
  • AMF Bakery Systems offers a competitive compensation, benefits package, and excellent opportunities for growth throughout our organization globally and within the Markel Food Group

Apply