Tier 1 Service Desk Technician

Curious fact: 28% of IT professionals hide their career from friends and family to avoid being asked for free tech support.

OK, this hasn't been fact-checked, but it seems plausible. If you love helping people out and are always eager to “look into it”, you're probably the type of person that relatives turn to when they can't print a document. Luckily, you'll also be the ideal person for this position!

Our client is an MSP with an open Support role. It's a fast-growing industry, and they need someone who can assist with daily system reviews & ticketing. What's in it for you, you ask? Well, this is a fantastic opportunity to learn and grow within the company, and to be exposed to a wide variety of technologies and verticals thanks to their industry.

What your responsibilities will be

• Be on the front line for customers by phone, email, or automated alerts from their remote management tool.
• Run triage work on issues: define the problem, identify its gravity, and decide on the course of action.
• Manage customer issues, updating them on progress and handling any questions.
• Configure and install new workstations.
• Run network infrastructure troubleshooting.
• Install, repair, manage, and support servers, personal computers, and peripherals.
• Monitor and maintain networks and troubleshoot incidents in client networks.
• Adhere to the Tier 1 process and documentation requirements for all tickets.
• Be an internal Customer Advocate for clients assigned to you.

What you'll need to succeed

• Solid communication and customer service skills, including verbal and written communication
• Familiarity with CRM systems
• At least 1 year of experience in a similar position
• Experience managing and troubleshooting Windows, including:
  • OS in Workgroup and Domain environments
  • Common Windows suite applications
  • Common hardware issues
  • Servers
  • Configuring new workstations and migrating data
  • ActiveDirectory and DNS services
  • Network security
  • Certificate Authority
  • Print servers
• Virus management experience and spam mitigation
• LAN troubleshooting experience
• Bonus points for a degree in computer science or related field

Put your positive energy and good-will attitude to good use, and use the form below to apply and learn more about this opportunity! This is a full-time position, and remember – it's fully remote, and always will be.