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1St Line Support Engineer Jobs (NOW HIRING)

Techary

1st Line Support Technician

Dallas, TX · On-site

$37K - $46K/yr

The Role As a 1st Line Support Engineer, you will be the first point of contact for our managed service customers, delivering professional, friendly, and effective technical support. This role is ...

Techary

1st Line Support Technician

Dallas, TX · On-site

$37K - $46K/yr

The Role As a 1st Line Support Engineer, you will be the first point of contact for our managed service customers, delivering professional, friendly, and effective technical support. This role is ...

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 ...

Harbor Group Management

Engineer, IT Support

Norfolk, VA · On-site

$75K - $90K/yr

Own first- and second-line corporate support firmwide alongside the New York-based engineers - resolving incidents remotely for all corporate users and serving as on-site support for the Norfolk ...

hgm

Own first- and second-line corporate support firmwide alongside the New York-based engineers -- resolving incidents remotely for all corporate users and serving as on-site support for the Norfolk ...

hgm

Own first- and second-line corporate support firmwide alongside the New York-based engineers -- resolving incidents remotely for all corporate users and serving as on-site support for the Norfolk ...

Nttlimited

Investigates first line support calls assigned and identifies the root cause of incidents and ... Responds to and diagnoses all alerts, escalate to L2 Field Engineer when unable to resolve within ...

SOFIE

Cyclotron Engineer I

Houston, TX · On-site

Additionally, the Cyclotron-Support Engineer I is responsible for first-line troubleshooting, maintenance, and repair of equipment associated with manufacturing, including manipulator's arms, lead ...

SOFIE Co.

Cyclotron Engineer I

Houston, TX · On-site

Additionally, the Cyclotron-Support Engineer I is responsible for first-line troubleshooting, maintenance, and repair of equipment associated with manufacturing, including manipulator's arms, lead ...

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All Jobs1St Line Support Engineer Jobs

1St Line Support Engineer information

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

As of Jul 11, 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 does a 1st line support engineer do?

A 1st line support engineer provides initial technical assistance to users by troubleshooting common hardware, software, and network issues. They handle service requests, resolve basic problems, and escalate more complex issues to higher support levels, often using ticketing systems and remote tools. Strong communication skills and basic technical knowledge are essential for this role.

What is 1st line, 2nd line, and 3rd line support?

In a support role like a 1st Line Support Engineer, the support levels refer to the hierarchy of technical assistance: 1st line handles basic issues and initial customer contact, 2nd line addresses more complex problems requiring specialized knowledge, and 3rd line involves expert troubleshooting or development teams for advanced issues. These levels help organize support workflows and ensure efficient problem resolution.

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 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.

What are 1st Line Support Engineers?

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 engineer makes $500,000 a year?

While most 1st Line Support Engineers earn significantly less, some senior or specialized support engineers in high-paying industries or with extensive experience and certifications can reach or exceed $500,000 annually, often through bonuses, profit sharing, or overtime. Typically, such high earnings are associated with executive-level roles or highly specialized technical positions rather than entry-level support roles.

What is L1 L2 L3 support engineer?

A 1st Line Support Engineer typically handles basic technical issues and customer inquiries, providing initial troubleshooting. L2 and L3 support involve more advanced problem-solving, with L2 addressing complex issues and L3 involving specialized expertise or development teams. These levels help structure technical support to ensure efficient resolution of IT problems.

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.
More about 1St Line Support Engineer jobs
What states have the most 1St Line Support Engineer jobs? States with the most job openings for 1St Line Support Engineer jobs include:
What job categories do people searching 1St Line Support Engineer jobs look for? The top searched job categories for 1St Line Support Engineer jobs are:
1St Line Support Engineer jobs near you
1st Line Support Technician

1st Line Support Technician

Techary

Dallas, TX • On-site

$37K - $46K/yr

Other

Posted 23 days ago

Job description

 The Role

As a 1st Line Support Engineer, you will be the first point of contact for our managed service customers, delivering professional, friendly, and effective technical support. This role is critical to our service delivery model and customer experience.

You will handle incoming incidents and service requests, resolve common technical issues, and ensure all tickets are logged, triaged, and progressed in line with SLAs. For more complex issues, you will work closely with 2nd and 3rd line engineers, gaining exposure to a wide range of technologies and environments.

This is an ideal role for someone who thrives in a fast-paced MSP environment, is passionate about customer service, and is hungry to learn and progress quickly.

Key Responsibilities:

Service Desk Support & Ticket Management

  • Act as the first point of contact for customer support requests via phone, email, and ticketing system
  • Log, triage, prioritise, and manage incidents and service requests in line with SLAs
  • Resolve common 1st line issues efficiently while maintaining high customer satisfaction
  • Ensure accurate, clear, and consistent ticket documentation


Technical Support

  • Provide 1st line support across:
    - Windows 10/11 and macOS
    - Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
    - User account management (Active Directory / Entra ID)
    - Basic networking and connectivity issues
    - Printers, peripherals, and end-user devices
  • Perform password resets, user onboarding/offboarding tasks, and access requests
  • Escalate complex issues to 2nd line with high-quality diagnostics and context

Customer Experience & Communication

  • Deliver a friendly, professional, and confident customer experience at all times
  • Set clear expectations with customers around resolution times and next steps
  • Represent the company's values and service standards in every interaction
  • Handle high-volume support requests while maintaining attention to detail


Collaboration & Continuous Improvement

  • Work closely with 2nd and 3rd line engineers to ensure smooth escalation and resolution
  • Contribute to the knowledge base by documenting common fixes and procedures
  • Identify recurring issues and suggest improvements to processes or tooling
  • Actively engage in training and development to expand technical capability
 Essential Skills:
  • Previous experience in a 1st line support or service desk role
  • Previous experience within an MSP environment is highly desirable
  • Strong customer service mindset with excellent communication skills
  • Working knowledge of:
    - Windows 10/11
    - Microsoft 365
    - Active Directory / Entra ID (basic user management)
  • Experience using ticketing systems (e.g. HaloPSA, ServiceNow, Freshservice, ConnectWise)
  • Ability to work effectively in a fast-paced, SLA-driven environment
Desirable Skills:
  • MSP experience supporting multiple customers and environments
  • Exposure to Intune, Azure AD, or endpoint management tools
  • Basic understanding of networking concepts (DNS, DHCP, VPNs)
  • Relevant certifications such as:
    - CompTIA A+ / Network+
    - Microsoft Fundamentals (MS-900, AZ-900)
  • A clear desire to progress into 2nd line and beyond
Benefits

At Techary, we embrace a family culture and believe in working as a team to overcome any challenge we face.

Employee benefits include:

  • Birthday as a free day holiday.
  • Social events run throughout the year.
  • Free breakfast, snacks and drinks.
  • Lunch provided Friday.
 

Job Type: Permanent

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