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Tier I Technical Support Representative Jobs (NOW HIRING)

shentel

Technical Support Rep I

Roanoke, VA · On-site

As a Technical Support Representative, you will play a pivotal role in the continued stability and growth of our organization, by serving as a front-line representative for Shentel. Our Technical ...

shentel

Technical Support Rep I

Roanoke, VA · On-site

As a Technical Support Representative, you will play a pivotal role in the continued stability and growth of our organization, by serving as a front-line representative for Shentel. Our Technical ...

shentel

Technical Support Rep I

Edinburg, VA

As a Technical Support Representative , you will play a pivotal role in the continued stability and growth of our organization, by serving as a front-line representative for Shentel. Our Technical ...

shentel

Technical Support Rep I

Harrisonburg, VA

As a Technical Support Representative, you will play a pivotal role in the continued stability and growth of our organization, by serving as a front-line representative for Shentel. Our Technical ...

shentel

Technical Support Rep I

Edinburg, VA

As a Technical Support Representative , you will play a pivotal role in the continued stability and growth of our organization, by serving as a front-line representative for Shentel. Our Technical ...

shentel

Technical Support Rep I

Harrisonburg, VA

As a Technical Support Representative, you will play a pivotal role in the continued stability and growth of our organization, by serving as a front-line representative for Shentel. Our Technical ...

shentel

Technical Support Rep I

State College, PA

As a Technical Support Representative, you will play a pivotal role in the continued stability and growth of our organization, by serving as a front-line representative for Shentel. Our Technical ...

shentel

Technical Support Rep I

Lancaster, PA

As a Technical Support Representative, you will play a pivotal role in the continued stability and growth of our organization, by serving as a front-line representative for Shentel. Our Technical ...

shentel

Technical Support Rep I

Edinburg, VA · On-site

As a Technical Support Representative , you will play a pivotal role in the continued stability and growth of our organization, by serving as a front-line representative for Shentel. Our Technical ...

shentel

Technical Support Rep I

Edinburg, VA

As a Technical Support Representative , you will play a pivotal role in the continued stability and growth of our organization, by serving as a front-line representative for Shentel. Our Technical ...

EBSCO

Technical Support Representative

$37K - $52K/yr

Your Opportunity The Technical Support Representative specializes in performing technical support of EBSCO software and solutions by providing technical support assistance to internal and external ...

Shentel

Technical Support Rep I

Edinburg, VA · On-site

As a Technical Support Representative, you will play a pivotal role in the continued stability and growth of our organization, by serving as a front-line representative for Shentel. Our Technical ...

EBSCO

Technical Support Representative

$37K - $52K/yr

Your Opportunity The Technical Support Representative specializes in performing technical support of EBSCO software and solutions by providing technical support assistance to internal and external ...

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All JobsTier I Technical Support Representative Jobs

Tier I Technical Support Representative information

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$12

$21

$31

How much do tier i technical support representative jobs pay per hour?

As of Jun 16, 2026, the average hourly pay for tier i technical support representative in the United States is $21.13, according to ZipRecruiter salary data. Most workers in this role earn between $17.31 and $24.04 per hour, depending on experience, location, and employer.

What is Tier 1 technical support?

Tier 1 technical support is the first level of customer assistance, where support representatives handle basic issues such as password resets, account access, and common troubleshooting. They typically use diagnostic tools and follow predefined scripts to resolve simple problems before escalating more complex issues to higher support tiers.

What are Tier I Technical Support Representatives?

Tier I Technical Support Representatives are entry-level professionals who provide basic technical assistance and support to customers experiencing issues with products or services. They typically handle initial customer inquiries, troubleshoot common problems, and escalate more complex issues to higher-level support teams if necessary. Their goal is to quickly resolve customer concerns, offer guidance, and ensure a positive support experience. Tier I representatives often work via phone, email, or chat, and follow established protocols to diagnose and resolve issues efficiently.

What is a Tier 1 support technician job description?

A Tier 1 Technical Support Representative provides basic technical assistance to customers, troubleshooting common hardware and software issues, and guiding users through problem resolution. They typically handle initial contact, document issues, and escalate complex problems to higher support levels, often using ticketing systems and remote tools. Strong communication skills and basic technical knowledge are essential for this entry-level role.

What is the difference between Tier I Technical Support Representative vs Help Desk Technician?

AspectTier I Technical Support RepresentativeHelp Desk Technician
CredentialsBasic IT certifications (e.g., CompTIA A+), high school diplomaSimilar certifications, often the same entry-level requirements
Work EnvironmentCall centers, remote support, on-siteHelp desks, call centers, remote support
Employer & Industry UsageIT support, tech companies, service providersIT departments, managed service providers, corporate support
Common Search & ComparisonYesYes

Both roles involve providing basic technical support, troubleshooting common issues, and assisting users. The main difference lies in terminology and specific employer preferences, but their responsibilities and required skills are largely similar, making them often interchangeable in job searches.

What are the key skills and qualifications needed to thrive as a Tier I Technical Support Representative, and why are they important?

To thrive as a Tier I Technical Support Representative, you need a solid understanding of basic computer systems, troubleshooting techniques, and strong communication skills, often supported by a high school diploma or equivalent. Familiarity with ticketing systems, remote desktop tools, and knowledge bases is typically required. Exceptional patience, active listening, and a customer-focused attitude help representatives resolve issues efficiently and create positive experiences. These skills ensure timely and effective problem-solving, fostering customer satisfaction and maintaining company reputation.

What are some common challenges faced by Tier I Technical Support Representatives, and how can they effectively handle them?

Tier I Technical Support Representatives often encounter challenges such as troubleshooting a wide range of technical issues with limited initial information, managing high call volumes, and communicating technical solutions to users with varying levels of technical knowledge. To handle these challenges effectively, it's important to stay patient, ask clear and targeted questions to gather necessary details, and follow established troubleshooting protocols. Developing strong communication skills and utilizing available knowledge bases or escalation procedures can also help ensure issues are resolved efficiently, making the support experience positive for both users and the team.

What jobs pay $10,000 a month without a degree?

A Tier I Technical Support Representative typically does not earn $10,000 a month without additional experience or certifications. High-paying roles that can reach this level without a degree often include sales, real estate, or specialized trades like commercial diving or certain tech certifications, but these usually require skills, training, or licensing. Most entry-level technical support roles pay less, and reaching $10,000 monthly generally involves advancement or specialized expertise.

What is L1, L2, and L3 technical support?

In technical support roles like a Tier I Technical Support Representative, L1, L2, and L3 refer to different levels of issue complexity and expertise. L1 handles basic troubleshooting and common problems, L2 addresses more complex issues requiring deeper technical knowledge, and L3 involves advanced problem-solving often requiring specialized skills or engineering input. Support staff typically escalate issues between levels based on complexity and expertise needed.
More about Tier I Technical Support Representative jobs
What job categories do people searching Tier I Technical Support Representative jobs look for? The top searched job categories for Tier I Technical Support Representative jobs are:
Tier I Technical Support Representative jobs near you
Technical Support Representative, Tier 2

Technical Support Representative, Tier 2

Groove Technology Solutions

Midvale, UT • On-site

$50K/yr

Full-time

Medical, Dental, Vision, Retirement

Posted 2 days ago

Job description

Overview of the Role
We are seeking a skilled and customer-focused Technical Support Representative to join our Technical Support team in a hybrid support role focused on both Tier 2 Network Support and Tier 1 Video Support. This position is responsible for supporting external customers with wired and wireless networking environments, as well as troubleshooting residential and business video services.
The ideal candidate will possess strong technical troubleshooting abilities, excellent communication skills, and a customer-first mindset. This individual will work to quickly diagnose and resolve technical issues while minimizing downtime and delivering a high-quality customer experience.
The first few months training will be conducted in our Midvale Utah office during normal hours. Once training is completed the regular shift for this position is remote Monday - Friday 4pm - 1am MST.
What You'll Do
  • Tier 2 Network Support
    • Resolve escalated Tier 1 support cases involving LAN, WAN, and WLAN connectivity issues.
    • Troubleshoot and support IP-based technologies, including wired and wireless networks, video surveillance systems, and VoIP/phone services.
    • Diagnose and resolve issues involving routers, switches, access points, firewalls, and other networking equipment.
    • Identify and remediate wireless network performance issues such as latency, packet loss, and interference.
    • Assist customers with network device configuration, setup, and troubleshooting.
    • Perform firmware upgrades, configuration backups, and restoration procedures.
    • Accurately document and track support cases in Salesforce, including detailed troubleshooting notes and resolution steps.
    • Serve as a knowledgeable technical resource by providing accurate product and service information.
    • Support customers through phone, email, online chat, and other communication channels.
    • Professionally de-escalate customer concerns and drive issues toward resolution.
    • Maintain and update customer account information with accuracy and urgency.
  • Tier 1 Video Support
    • Provide first-level technical support for video service-related issues in a professional and timely manner.
    • Troubleshoot common video service problems, including signal loss, audio/video quality issues, equipment errors, and service setup concerns.
    • Guide customers through basic troubleshooting steps and determine when escalation or technician dispatch is necessary.
    • Create, manage, and maintain service tickets with clear and accurate documentation.
    • Update customer accounts, service packages, and programming as needed.
    • Clearly communicate service issues, expected timelines, resolutions, and any associated costs to customers.
    • Follow up with customers to confirm issue resolution and overall satisfaction.

What You Bring
  • Must Haves
    • Technical Skills & Experience
      • Strong understanding of networking fundamentals, including switches, Ethernet, internet connectivity methods, and wireless technologies.
      • Experience configuring and troubleshooting networking equipment from vendors such as Ruckus, MikroTik, Aruba, Cisco, and Ubiquiti.
      • Familiarity with residential or commercial video service troubleshooting is preferred.
      • Strong analytical troubleshooting and problem-solving abilities.
      • Excellent documentation and case management skills.
    • Professional Skills
      • Strong written, verbal, and interpersonal communication skills.
      • Ability to remain calm, professional, and customer-focused in high-pressure situations.
      • Self-motivated with strong organizational skills and attention to detail.
      • Resourceful and persistent with a commitment to delivering timely resolutions.
      • Ability to work independently while collaborating effectively within a team environment.
  • Nice-to-Have
    • CWNA (Certified Wireless Network Administrator)
    • MTCNA / MTCRE (MikroTik Certifications)
    • CompTIA Network+

Why You'll Love It Here
  • Compensation starting at $50,000/yr, DOE
  • Brand-new office in Midvale, stocked kitchen, onsite gym & Peloton
  • Wellness perks including an onsite masseuse and mental health support
  • Robust benefits package: medical, dental, vision, pet insurance, 401(k) match
  • A culture that values innovation, growth, and having fun while doing it

Who We Are
We're revolutionizing hospitality tech, offering everything from DIRECTV and Wi-Fi to video surveillance and energy management. Named a Top Workplace and one of the Fastest Growing Companies in Utah, we're proud of our people-first culture and commitment to innovation. If you're ready to grow your career in a company that values excellence, join us in shaping the future of hospitality technology.

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