Managed Services - Tier I

KiZAN Technologies • West Chester, OH

6d • $40,000 - $60,000 • Onsite

About The Position

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.

Benefits

• Health & Wellness: Comprehensive medical, dental, and vision coverage.
• Future-Ready Retirement: Employer-sponsored 401(k) with company contributions.
• Security & Protection: Company-paid life insurance and disability coverage.
• Generous PTO: Ample vacation, 8 paid holidays, and a floating holiday.
• Professional Growth: Access to cutting-edge technologies, certifications, and career development through Microsoft partnerships.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED