Tier I Support Engineer

Tier I Support Engineer

Lincoln Computer Services is seeking a full-time Tier I Support Engineer to join our team supporting clients throughout New York City and Long Island. This role is ideal for a motivated IT professional with 2-4 years of hands-on technical support experience who enjoys troubleshooting technology issues, delivering exceptional customer service, and working with a wide variety of systems and environments.

As a Tier I Support Engineer, you will serve as the first point of contact for client support requests, providing remote and onsite technical assistance while escalating complex issues when required. This position offers exposure to a broad range of technologies and opportunities for professional growth within a fast-paced Managed Services Provider (MSP) environment.

• →Provide professional and timely technical support via phone, email, remote access, and ticketing systems.
• →Troubleshoot and resolve end-user issues involving Windows operating systems, Microsoft 365, desktop applications, printers, mobile devices, and basic networking.
• →Perform software installations, upgrades, patches, and configuration changes for client environments.
• →Provision and configure user accounts, permissions, and devices.
• →Document troubleshooting steps, resolutions, and customer communications within the PSA ticketing platform.
• →Escalate complex technical issues to senior engineers while maintaining ownership and communication with the client.
• →Assist with workstation deployments, onboarding activities, and equipment installations.
• →Provide onsite support for client offices as needed.
• →Follow security, compliance, and operational procedures while supporting client environments.
• →Participate in after-hours or emergency support activities as required.

• 2-4 years of experience in a Help Desk, Service Desk, Desktop Support, or MSP environment.
• Strong understanding of Microsoft Windows desktop operating systems.
• Experience supporting Microsoft 365, including Outlook, Teams, OneDrive, and Exchange Online.
• Familiarity with Active Directory, Microsoft Entra ID, and user account administration.
• Basic networking knowledge, including TCP/IP, DNS, DHCP, VPNs, and wireless networking.
• Experience supporting desktop hardware, laptops, printers, and mobile devices.
• Excellent troubleshooting, problem-solving, and customer service skills.
• Strong written and verbal communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Valid driver's license and reliable transportation for onsite client visits.

• Experience working for a Managed Services Provider (MSP).
• Exposure to technologies such as:
  • VMware
  • Citrix
  • SonicWall
  • Microsoft Azure
  • Microsoft Intune
  • RMM and PSA platforms
  • Backup and disaster recovery solutions
• Industry certifications such as CompTIA A+, Network+, Microsoft Fundamentals, or equivalent certifications are a plus.

Founded in 1997, Lincoln Computer Services is a leading Managed Services Provider delivering strategic IT support, cybersecurity, cloud solutions, and consulting services to organizations throughout New York City and Long Island. Our team is committed to providing exceptional customer service, innovative technology solutions, and long-term partnerships that help our clients succeed.