IT Support Engineer (Level 1)

Teceze; Bedford (MA); On-site; USD 42,000 - 62,000; Full time

Job summary

Teceze is seeking an L1 IT Support Engineer in Bedford, MA to provide first-level support to end users and manage tickets. You will troubleshoot basic hardware, software, and Windows OS issues, and assist with password resets and account access.

The role requires familiarity with Office 365, Active Directory, and strong communication skills to maintain SLA-driven service. Join a team delivering reliable IT support for a growing organization.

Qualifications

• 1–3 years of experience in L1 IT Support or Service Desk Support.
• Experience with ticketing tools such as ServiceNow or Jira.
• Basic knowledge of Windows OS, hardware, and software troubleshooting.
• Familiarity with Microsoft Office 365 and Active Directory.
• Basic networking concepts including TCP/IP, LAN, and Wi-Fi.
• Strong communication, customer service, and problem-solving skills.

Responsibilities

• Provide first-level IT support to end users via phone, email, or ticketing system.
• Create, update, track, and close tickets using a ticketing tool.
• Troubleshoot basic hardware, software, and Windows OS issues.
• Assist users with password resets, account access, and login issues.
• Support desktops, laptops, printers, Microsoft Office 365, and Outlook.
• Troubleshoot basic network connectivity issues, including LAN and Wi-Fi.
• Escalate unresolved issues to L2 or L3 support teams.
• Follow up on open tickets and ensure timely resolution within SLA.
• Maintain proper documentation of incidents and service requests.

Skills

Communication

Customer service

Problem solving

End-user support

Ticketing experience

SLA awareness

Tools

ServiceNow

Jira

Ticketing systems

Active Directory

Windows

Microsoft 365

Job description

We are looking for an L1 IT Support Engineer to provide first-level technical support, handle user issues, and manage IT support tickets.

Key Responsibilities

• Provide first-level IT support to end users via phone, email, or ticketing system.
• Create, update, track, and close tickets using a ticketing tool.
• Troubleshoot basic hardware, software, and Windows OS issues.
• Assist users with password resets, account access, and login issues.
• Support desktops, laptops, printers, Microsoft Office 365, and Outlook.
• Troubleshoot basic network connectivity issues, including LAN and Wi-Fi.
• Escalate unresolved issues to L2 or L3 support teams.
• Follow up on open tickets and ensure timely resolution within SLA.
• Maintain proper documentation of incidents and service requests.

Required Skills

• 1–3 years of experience in L1 IT Support or Service Desk Support.
• Experience working with ticketing tools such as ServiceNow, Jira, or similar platforms.
• Basic knowledge of Windows OS, hardware, and software troubleshooting.
• Familiarity with Microsoft Office 365 and Active Directory.
• Basic understanding of networking concepts such as TCP/IP, LAN, and Wi-Fi.
• Good communication, customer service, and problem-solving skills.