Avatar Managed Services

Job Summary
We are seeking a highly motivated and customer-focused Tier 1 IT Support Engineer to join our Service Desk team. This role serves as the first point of contact for all technical support issues, delivering quick and effective resolutions aligned with the ITIL framework. You will diagnose incidents, fulfill service requests, and escalate issues appropriately. All while delivering a high-quality support experience to our end users.
Key Goals and Expectations
Goal
Expectation
First Contact Resolution (FCR)
Resolve ≥70% of tickets at first touch
Customer Satisfaction (CSAT)
Maintain CSAT scores ≥90%
Ticket Response Time
Respond to all new tickets within 10 minutes
Escalation Accuracy
Properly escalate ≤30% of cases, with full documentation
Documentation
Log all actions clearly and use knowledge base consistently
Compliance
Adhere to ITIL-aligned processes and internal SOPs
Participation
Attend team stand-ups, submit process improvement ideas, and complete assigned training
Key Responsibilities
Incident Management

• Log, triage, and troubleshoot user-submitted incidents using the ITSM platform

• Perform initial diagnosis and apply KB-guided solutions

• Identify root causes for common problems and propose workarounds

• Resolve low impact, recurring technical issues independently

Request Fulfillment

• Handle service requests such as:

• Password resets

• Account unlocks

• Software installations

• Basic access provisioning

• Track fulfillment through standard workflows and maintain communication

Knowledge & Documentation

• Reference knowledge base articles during ticket handling

• Suggest updates to existing documentation or draft new KB entries as needed

• Flag content gaps or inconsistencies

Escalation Handling

• Use predefined Escalation Process Flow to determine Tier 2 handoffs

• Document all steps taken before escalation, including:

• Logs, screenshots, KB links

• User interactions

• Attempted fixes

Customer Interaction

• Communicate effectively and empathetically with users

• Provide regular updates and set expectations for resolution

• Educate users on common issues and prevention steps

Required Skills & Experience

• Basic knowledge of Windows OS, Office 365, remote support tools

• Experience using ITSM tools (e.g., ConnectWise PSA, Dynamics 365 Customer Service)

• Excellent verbal and written communication skills

• Customer-first mindset and problem-solving attitude

• Ability to follow structured processes and document work accurately

Preferred Qualifications:

• CompTIA A+, Network+, or equivalent

• Prior helpdesk or technical support experience (1+ years)

Success Metrics

• FCR Rate: ≥70%

• Average Handle Time (AHT): ≤12 minutes

• Escalation Rate: ≤30%

• Ticket Volume: 12-16 tickets/day

• CSAT Score: ≥90%

• SLA Response Compliance: 100% within response SLA

Work Schedule

• 8-hour shift during standard business hours (7:00 AM - 6 PM)

• On-call participation: (None required for Tier 1)

Qualifications:

• Excellent customer service and interpersonal skills
• Highly self-motivated and detail-oriented
• Ability to effectively prioritize and multi-task in a high-pressure environment.
• Strong background in Windows client operating systems, standard desktop applications, and user account management.
• Working knowledge of network support issues
• Working knowledge of remote working systems and support
• Ability to work in a team-oriented collaborative environment.
• 1 year to 2 years of service desk experience is preferred.
• At least 2 years of Customer Service experience required, 3 or more years preferred.
• Ability to install, configure and troubleshoot Windows client operating systems.

Benefits:
Health
Dental
Vision
401k