The Iserv Company

Support Engineer

• Provide professional Tier I technical support to iServ customers, emphasizing first-call resolution
• Troubleshoot Windows 10/11, Microsoft 365, Outlook, Teams, network connectivity, printers, and common business applications
• Diagnose basic DNS, DHCP, VPN, wireless, and connectivity issues
• Manage assigned ConnectWise tickets with accurate notes, timely customer communication, and proper resolution documentation
• Collaborate with Tier II, Advanced Services, and other technical teams to resolve issues
• Participate in monitoring, incident response, and scheduled support coverage
• Provide occasional onsite technical support and equipment installations
• Identify recurring technical issues requiring documented solutions
• Develop and maintain troubleshooting guides, knowledge base articles, and standard operating procedures
• Capture successful troubleshooting methods and convert resolved tickets into reusable documentation
• Establish consistent documentation standards in ConnectWise and approved knowledge management platforms
• Review documentation and recommend updates when information becomes outdated
• Help identify knowledge gaps contributing to repeat tickets, unnecessary escalations, or extended resolution times
• Explore and evaluate approved AI tools for technical troubleshooting and customer support
• Develop AI-assisted troubleshooting guides and workflows
• Identify repetitive support tasks suitable for scripting or automation
• Evaluate AI-generated ticket summaries, documentation, and suggested resolutions
• Participate in AI-based service desk tool pilots and measure approved AI initiative effectiveness
• Apply cybersecurity principles and escalate potential security incidents, suspicious activity, and vulnerabilities
• Support security procedures involving Microsoft 365, Azure, identity management, and endpoint protection
• Document security-related incidents and resolutions
• Contribute to process improvements aligned with NIST and other applicable security frameworks
• Serve as a positive technical resource for Tier I technicians and assist newer team members
• Identify service-delivery improvements and communicate recommendations to management
• Promote accountability, consistent ticket updates, and customer communication

Explore IT Support Technician – Tier I, AI Integration, Documentation &… at The Iserv Company. Review requirements and application details.

IT Support Technician – Tier I, AI Integration, Documentation & Knowledge Management Lead