Tier 1 Tech Support
About The Position
Are you a customer-focused IT professional who loves solving problems and helping people? Our client is seeking a dedicated Tier 1 Tech Support Specialist to serve as the first point of contact for end-user technical support requests. In this call-based role, you will be the voice of technical support, diagnosing everyday technical issues, guiding users through step-by-step solutions, and maintaining smooth operational productivity. If you combine solid IT fundamentals with patience, empathy, and strong phone-based communication, this is the perfect opportunity to grow your technical career.
Requirements
- 1–2 years of experience in a help desk, service desk, or IT customer support role preferred.
- Outstanding verbal communication skills with a confident, friendly, and patient phone presence.
- Familiarity with Windows environments, Microsoft 365, web browsers, printers, and standard desktop applications.
- Solid grasp of fundamental networking concepts, including Wi-Fi, TCP/IP, VPNs, and basic connectivity troubleshooting.
- Experience navigating IT Service Management (ITSM) or ticketing software to log and track issues.
- Methodical analytical skills with the ability to explain technical fixes to non-technical users.
Nice To Haves
- Experience in a Managed Service Provider (MSP), help desk, or high-volume call support environment.
- Hands-on experience with remote desktop support tools (e.g., TeamViewer, AnyDesk, ConnectWise).
- Exposure to Active Directory, Microsoft Entra ID (Azure AD), or identity-management platforms.
- Industry certifications such as CompTIA A+, Network+, or Microsoft Fundamentals are a plus.
Responsibilities
- Serve as the primary point of contact for inbound phone-based technical support requests.
- Troubleshoot and resolve daily hardware, software, application, peripheral, and connectivity issues.
- Guide users patiently through multi-step troubleshooting procedures using clear, non-technical language.
- Support core workplace technologies, including Windows OS, Microsoft 365, email platforms, network connections, and office printers.
- Process user password resets, resolve account access issues, and assist with basic user permissions.
- Follow security protocols to verify user identity before modifying access credentials.
- Log, classify, and track all support incidents in the ticketing system with thorough diagnostic notes.
- Prioritize requests to meet target service-level agreements (SLAs).
- Efficiently escalate unresolved or complex issues to Tier 2 support teams with complete diagnostic history.
- Follow established knowledge-base articles while identifying recurring issues to help expand support documentation.
- Maintain a high level of professionalism, empathy, and customer service on every call.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
