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’ve often 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’ll work 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 communication skills and a drive to learn cloud platforms in real‑world enterprise environments.