ZipRecruiter

Log In

1

First Line Support Jobs (NOW HIRING)

Techary

1st Line Support Technician

Dallas, TX

$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

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 ...

ITech Recruiting

Applications Support

New York, NY

First Line Support Analyst A position exists for an experienced administrator to fill a First Line Support Analyst within the Customer Support Group. The candidate must have a minimum of 3 years ...

Bowhead

First Line Supervisor

Watervliet, NY

Coaching and training team members to support continuous improvement * Tracking performance metrics ... First Line Supervisor is required to be on-site. * Work areas consist of office and non-office ...

Bowhead

First Line Supervisor

Herlong, CA

Coaching and training team members to support continuous improvement * Tracking performance metrics ... First Line Supervisor is required to be on-site. * Work areas consist of office and non-office ...

Bowhead

First Line Supervisor

Anniston, AL

Coaching and training team members to support continuous improvement * Tracking performance metrics ... First Line Supervisor is required to be on-site. * Work areas consist of office and non-office ...

Bowhead

First Line Supervisor

Texarkana, TX

Coaching and training team members to support continuous improvement * Tracking performance metrics ... First Line Supervisor is required to be on-site. * Work areas consist of office and non-office ...

Bowhead

First Line Supervisor

Anniston, AL

Coaching and training team members to support continuous improvement * Tracking performance metrics ... First Line Supervisor is required to be on-site. * Work areas consist of office and non-office ...

Bowhead

First Line Supervisor

Herlong, CA

Coaching and training team members to support continuous improvement * Tracking performance metrics ... First Line Supervisor is required to be on-site. * Work areas consist of office and non-office ...

next page

Showing results 1-20

All JobsFirst Line Support Jobs

First Line Support information

See salary details

$12

$20

$32

How much do first line support jobs pay per hour?

As of Jun 22, 2026, the average hourly pay for first line support in the United States is $20.71, according to ZipRecruiter salary data. Most workers in this role earn between $17.31 and $21.88 per hour, depending on experience, location, and employer.

How do I get into first line support?

To get into first line support, candidates typically need strong communication skills, basic technical knowledge, and customer service experience. Relevant certifications such as CompTIA A+ or ITIL can improve job prospects, and entry-level roles often require a high school diploma or equivalent. Gaining familiarity with common support tools and troubleshooting procedures is also beneficial.

What job makes $10,000 a month without a degree?

First Line Support roles typically do not pay $10,000 a month without specialized experience or certifications. High-paying jobs in tech or sales, such as software sales or certain IT consulting positions, can reach that level, often requiring strong skills, industry knowledge, and sometimes certifications rather than a formal degree.

How can I make 2000 a week working from home?

First Line Support roles can pay between $15 and $25 per hour, so earning $2000 weekly typically requires working around 80 hours at the higher end of the pay scale. Increasing income may involve gaining specialized skills, certifications, or working overtime, but consistently earning that amount from a standard support role is uncommon without additional responsibilities or bonuses.

What are the key skills and qualifications needed to thrive as a First Line Support specialist, and why are they important?

To thrive as a First Line Support specialist, you need a solid understanding of IT fundamentals, troubleshooting skills, and often a relevant qualification such as CompTIA A+ or equivalent experience. Familiarity with ticketing systems, remote desktop tools, and basic network diagnostics is typically required. Outstanding communication, patience, and problem-solving abilities help build rapport with users and efficiently resolve their issues. These skills are essential for quickly addressing technical problems, ensuring user satisfaction, and maintaining smooth IT operations.

What is the role of 1st line support?

First line support involves handling initial customer or user inquiries, troubleshooting basic technical issues, and providing solutions or escalating more complex problems to higher support levels. It requires strong communication skills, knowledge of common software and hardware, and often uses ticketing systems to track issues.

What is the difference between First Line Support vs Help Desk Technician?

AspectFirst Line SupportHelp Desk Technician
CertificationsBasic IT certifications (e.g., CompTIA A+)Similar certifications, often the same
Work EnvironmentFrontline customer support, often in call centers or IT departmentsHelp desk or support centers, remote or on-site
Employer & Industry UsageCommon in IT, telecommunications, and tech companiesUsed across various industries with IT support needs
Search & Comparison IntentOften compared for entry-level IT rolesSimilar search intent, focusing on support roles

First Line Support and Help Desk Technician roles are closely related, often sharing similar certifications and work environments. Both positions serve as the first point of contact for technical issues, primarily in IT support settings. The main difference lies in terminology used by employers, but their responsibilities and required skills are largely overlapping, making them interchangeable in many contexts.

What are some common challenges faced by First Line Support staff, and how can they be effectively managed?

First Line Support professionals often encounter challenges such as handling high volumes of requests, dealing with frustrated users, and troubleshooting a wide range of technical issues with limited initial information. Effective management of these challenges includes developing strong communication skills, maintaining detailed documentation, and following established escalation procedures when necessary. Building familiarity with common problems and solutions, as well as collaborating closely with Second Line Support, can also help ensure quick and accurate resolutions, ultimately leading to greater job satisfaction and professional growth.

What are First Line Support roles?

First Line Support refers to the initial point of contact for customers or users who need technical assistance or support. These professionals handle basic troubleshooting, answer queries, and resolve common issues, often through phone, email, or chat. If the issue is more complex, they escalate it to higher-level support teams. First Line Support is essential for ensuring customer satisfaction and efficient problem resolution within an organization.
More about First Line Support jobs
What states have the most First Line Support jobs? States with the most job openings for First Line Support jobs include:
What job categories do people searching First Line Support jobs look for? The top searched job categories for First Line Support jobs are:
First Line Support jobs near you
Infographic showing various First Line Support job openings in the United States as of June 2026, with employment types broken down into 1% As Needed, 72% Full Time, 16% Part Time, 1% Temporary, and 10% Contract. Highlights an 92% Physical, 2% Hybrid, and 6% Remote job distribution, with an average salary of $43,071 per year, or $20.7 per hour.

1st Line Support Technician

Techary

Dallas, TX

$37K - $46K/yr

Other

Posted 4 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

Apply