Service Desk Engineer I — Fast-Paced IT Support

Resolution Technologies, Inc.; Atlanta (GA); On-site; USD 42,000 - 64,000; Full time

Job summary

Resolution Technologies, Inc. is seeking a Service Engineer (Tier 1) to deliver timely, professional technical support to Consulting clients.

You will be the first contact for end users, troubleshoot common hardware, software, Microsoft 365, and networking issues, and ensure a high standard of customer experience. You will assess issues, resolve when possible, escalate complex problems, maintain ticket ownership, document steps, and meet SLA expectations.

Qualifications

• 0–2 years of Help Desk, MSP, or customer service experience preferred.
• Strong customer service and communication skills.
• Basic knowledge of Windows 10/11, Microsoft 365, Active Directory/Entra ID, networking fundamentals, and remote support tools.
• Experience with ConnectWise or similar PSA is a plus.

Responsibilities

• Serve as the first point of contact for inbound client requests via phone, email, and ticketing system.
• Diagnose and resolve first-level technical issues for Windows/macOS, Microsoft 365, printers, VPN, and networking.
• Escalate complex issues to Tier 2 or Tier 3 per SOPs and ticketing rules.
• Maintain thorough ticket documentation and SLA adherence.
• Provide professional, empathetic customer interactions and clear guidance.

Skills

Windows 10/11

Microsoft 365

Active Directory

Networking fundamentals

Remote support tools

Customer service

Tools

ConnectWise Manage

Job description

Resolution Technologies, Inc. is seeking a Service Engineer (Tier 1) to deliver timely, professional technical support to Consulting clients.

You will be the first contact for end users, troubleshoot common hardware, software, Microsoft 365, and networking issues, and ensure a high standard of customer experience. You will assess issues, resolve when possible, escalate complex problems, maintain ticket ownership, document steps, and meet SLA expectations.