Tier 1 IT Support Engineer

Job overview

The Tier 1 IT Support Engineer is an onsite role based in Houston, TX, with compensation not specified. This position supports the Avatar Managed Services team in their mission to deliver high-quality technical support to end users. This role exists to serve as the first point of contact for technical issues, diagnosing incidents and fulfilling service requests according to ITIL frameworks. The engineer will troubleshoot problems, document actions, and escalate complex issues to ensure high customer satisfaction and efficient service delivery.

What you'll do

• Log, triage, and troubleshoot user-submitted incidents.
• Perform initial diagnosis and apply solutions.
• Handle service requests like password resets and software installations.
• Document all actions in the ITSM platform.
• Escalate issues to Tier 2 when necessary.

What we're looking for

Skills & competencies

full-time

houston tx

it support

helpdesk

tier 1

technical support

itil

troubleshooting

customer service

onsite

Work arrangement

• Weekend coverage required

Benefits & perks

• Professional development and structured success metrics.

Why this role

Focus on ITIL-aligned processes and high-quality customer support metrics.

About the employer

Avatar Managed Services is hiring for this role. Industry: Computer Facilities Management Services. Sector: 54.