Role Overview

• The Technical Support Engineer Level 1 is the role within SoftwareOne's MSP Technical Support team, but this is not a traditional help desk position. Our Tier 1 engineers are the first point of escalation for enterprise and mid-market customers - organizations that typically have internal IT teams supporting 3,500+ users. By the time cases reach us, they’veoften been triaged internally and require deeper technical analysis, escalation coordination, or Microsoft engagement.
• As a front-line engineer, you will handle a mix of break/fix issues, advisory support, and service escalations across Microsoft 365, Azure, Intune, and other CSP-managed services. You’llwork in a collaborative support environment alongside Tier 2/3 engineers, with direct access to Microsoft support channels, internal escalation paths, and tooling.
• This is an ideal role for someone with solid IT fundamentals, strong communicationskills, and a drive to learn cloud platforms in real-world enterprise environments.

Roles and Responsibilities

• Provide first-response support for Microsoft 365, Azure, Intune, and other CSP services
• Own the triage and resolution of Tier 1 incidents, or escalate appropriately to Tier 2, Tier 3, or Microsoft
• Accurately classify and document case types (break/fix, billing, provisioning, advisory, etc.)
• Guide customer IT teams through troubleshooting, usage questions, and standard configurations

Ticket Management & Communication

• Maintain accurate, professional ticket documentation for all actions taken
• Keep customers informed of issue status, action items, and next steps throughout the case lifecycle
• Monitor Microsoft Admin Center service health alerts and initiate response actions for impacted customers

Collaboration & Escalation

• Follow internal SOPs for Microsoft Premier support escalations
• Partner with Tier 2 and Tier 3 engineers to gain exposure to complex issues and escalation logic
• Coordinate with Licensing, Operations, and Account teams for account-specific situations (e.g., billing confusion or onboarding issues)

Learning & Growth

• Participate in regular training on:
  • Microsoft cloud technologies and support boundaries
  • Internal systems and escalation workflows
  • Licensing fundamentals (CSP, NCE, M365 product SKUs)
• Build fluency in Microsoft portals, administrative tools, and case management platforms