Managed Services - Tier I

KiZAN Technologies • Cincinnati, OH

57d • Onsite

About The Position

KiZAN is an Industry leading Microsoft Professional Services and Managed Services Provider supporting Regional, National and Global clients. We personalize technology by sparking passion, fueling purpose, and building connections. Here at KiZAN, we are one team, we support each other and take the initiative to solve problems. We are fully committed to the direction chosen and always support our Mission. Being a part of KiZAN means that we win together, we create an inclusive atmosphere where everyone feels accepted, a sense of purpose, and we embrace collaboration. Tier I Analysts are the first line of support within KiZAN's Managed Services team. They provide high-quality customer service, resolve common technical issues, and escalate complex problems to higher-tier engineers. This role is foundational to building client trust and ensuring SLA adherence.

Requirements

• High school diploma required; Associate's or Technical degree preferred.
• 1-2 years of IT support experience, preferably in a Managed Services or Service Desk environment.
• Fundamental knowledge of Microsoft 365 workloads (Teams, Exchange, SharePoint, OneDrive).
• Understanding of Active Directory user and group management.
• Strong communication, problem-solving, and customer service skills.

Nice To Haves

• Microsoft certifications (e.g., AZ-900, MS-900, MD-100) preferred but not required.

Responsibilities

• Serve as the first point of contact for customers via phone, email, and ticketing system.
• Perform initial triage, troubleshooting, and resolution for incidents related to Microsoft 365, Windows OS, and basic networking.
• Accurately document, classify, and escalate unresolved tickets to Tier II engineers or appropriate teams.
• Maintain detailed knowledge base documentation to support first-call resolution.
• Contribute to proactive tasks, including system health checks and user provisioning/deprovisioning.
• Participate in on-call rotation and after-hours support as required.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: High school or GED
• Number of Employees: 101-250 employees