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1St Line Support Engineer Jobs (NOW HIRING)

Uptime

2nd Line Support Engineer

Temple Terrace, FL · Hybrid

... engineers to ensure continuous growth and development throughout the team. What will I get up to day to day? You will be responsible for delivering 2nd line IT support services to the customer base ...

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

Support Engineer I

Herndon, 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 ...

Rise Technical

Software Support Engineer

Greensboro, NC · On-site

Software Support Engineer, Application Support Engineer, Application Support Analyst, IT Support Engineer, Technical Support Engineer, Software Engineer, Service Desk Engineer, 2nd Line Support, 3rd ...

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

As of Sep 10, 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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1St Line Support Engineer jobs near you
Infographic showing various 1St Line Support Engineer job openings in the United States as of September 2026, with employment types broken down into 1% As Needed, 73% Full Time, 22% Part Time, and 4% Contract. Highlights an 88% Physical, 2% Hybrid, and 10% Remote job distribution, with an average salary of $82,930 per year, or $39.9 per hour.

1st Line Support Specialist

Epsom, NH • On-site

365 Retail Markets
Software Development • 501 - 1,000 employees
Learn more about 365 Retail Marketsexternal

Full-time

Posted 21 days ago

Key responsibilities

  • Act as the first point of contact for customers experiencing technical issues or requiring assistance.

  • Respond to support requests via email, telephone, ticketing systems, or other approved communication channels.

  • Troubleshoot common hardware, software, connectivity, account, and application-related issues.

Job description

Job Type
Full-time
Description
365 Retail Markets is the most trusted global provider of unattended retail technology, delivering conveniently smart self-service solutions since 2008. The company's all-in-one platform powers retail spaces across food service, global retail, and hospitality with a comprehensive suite of frictionless smart stores, micro markets, vending, catering, and dining point-of-sale options. These technologies can be found worldwide in corporate offices, manufacturing and distribution facilities, educational campuses, hotels, and beyond.
As a nine-time honoree on the Inc. 5000 list of fastest-growing companies in the United States, and with a continually expanding global presence, 365 Retail Markets is committed to growth, innovation, and providing superior, integrated technology that meets the evolving needs of its customers and consumers
Summary:
The 1st Line Support Specialist is the first point of contact for customers and users requiring technical assistance with SB Software, a 365 Retail Markets Company, products and services. The role is responsible for providing professional, timely, and customer-focused technical support, diagnosing and resolving common issues, and ensuring that more complex problems are escalated appropriately.
The successful candidate will combine strong technical troubleshooting skills with excellent communication and customer service abilities. They will work closely with customers, internal technical teams, developers, and other support functions to ensure issues are resolved efficiently and users receive a consistently high level of service.
Responsibilities:
  • Act as the first point of contact for customers experiencing technical issues or requiring assistance.
  • Respond to support requests via email, telephone, ticketing systems, or other approved communication channels.
  • Log, categorize, prioritize, and manage support incidents in accordance with established procedures and service-level agreements.
  • Troubleshoot common hardware, software, connectivity, account, and application-related issues.
  • Ask appropriate diagnostic questions to understand the customer's issue and determine the most effective resolution.
  • Provide clear, accurate, and easy-to-understand technical guidance to customers.
  • Resolve incidents at 1st Line level wherever possible, escalating more complex issues to 2nd Line Support, development, or other specialist teams when required.
  • Maintain ownership of support tickets through to resolution, ensuring customers receive appropriate updates throughout the process.
  • Document troubleshooting steps, resolutions, and relevant customer information accurately within the support system.
  • Identify recurring issues and communicate trends to senior support and technical teams.
  • Assist with maintaining internal knowledge bases, FAQs, troubleshooting guides, and other support documentation.
  • Follow established support procedures, security policies, and data protection requirements.
  • Work collaboratively with colleagues across technical support, development, implementation, and customer-facing teams.
  • Participate in team meetings, training, and continuous improvement initiatives.
  • Maintain a strong understanding of SB Software's products and services and develop technical knowledge as products evolve.
  • Provide a consistently professional and positive customer experience.

Requirements
Requirements:
  • Previous experience in a 1st Line Helpdesk, Service Desk, Technical Support, IT Support, or similar customer-facing technical role.
  • Strong troubleshooting and problem-solving skills.
  • Excellent verbal and written communication skills.
  • Ability to explain technical information clearly to non-technical users.
  • Strong customer service skills and a professional approach.
  • Ability to prioritize and manage multiple support requests effectively.
  • Comfortable working with ticketing, CRM, helpdesk, or service-management systems.
  • Good working knowledge of Microsoft Windows and common business applications.
  • Ability to work independently while also contributing effectively as part of a wider support team.
  • Strong attention to detail and accurate record keeping.
  • Willingness to learn new technologies, systems, and software products.

Preferred
  • Experience supporting SaaS or business software applications.
  • Experience working within an SLA-driven support environment.
  • Knowledge of networking fundamentals, including TCP/IP, DNS, VPNs, Wi-Fi, and connectivity troubleshooting.
  • Familiarity with Microsoft 365, Active Directory, or cloud-based applications.
  • Experience using remote-support tools.
  • IT-related qualifications such as CompTIA A+, ITIL Foundation, Microsoft certifications, or equivalent experience.
  • Previous experience working with European customers or international support teams.
  • Additional European language skills would be advantageous.

Apply