As a Tier 1 Technician, you will be the first point of contact for our clients and play a vital role in delivering excellent support.

Your responsibilities include:

Technical Support

1. Provide remote and onsite support for Windows laptops and desktops.
2. Assist clients with Microsoft 365 apps (Outlook, OneDrive, Teams, SharePoint).
3. Troubleshoot connectivity issues (WiFi, printers, basic network problems).
4. Assist with onboarding and offboarding tasks (setting up new users, devices).
5. Install and update software as guided by senior technicians.

Ticket Handling

1. Log, categorize, and resolve support tickets in Atera.
2. Escalate issues to Tier 2/3 when needed.
3. Maintain clear communication with clients throughout the support process.

Cybersecurity & Best Practices

1. Ensure endpoints are protected with Webroot and Beachhead.
2. Assist with patch management and basic device compliance.
3. Educate users on safe IT practices when needed.

As a Tier 1 Technician, you will be the first point of contact for our clients and play a vital role in delivering excellent support.

Your responsibilities include:

Technical Support

1. Provide remote and onsite support for Windows laptops and desktops.
2. Assist clients with Microsoft 365 apps (Outlook, OneDrive, Teams, SharePoint).
3. Troubleshoot connectivity issues (WiFi, printers, basic network problems).
4. Assist with onboarding and offboarding tasks (setting up new users, devices).
5. Install and update software as guided by senior technicians.

Ticket Handling

1. Log, categorize, and resolve support tickets in Atera.
2. Escalate issues to Tier 2/3 when needed.
3. Maintain clear communication with clients throughout the support process.

Cybersecurity & Best Practices

1. Ensure endpoints are protected with Webroot and Beachhead.
2. Assist with patch management and basic device compliance.
3. Educate users on safe IT practices when needed.

Minimum Requirements

1. Basic knowledge of Windows operating systems.
2. Understanding of Microsoft 365 (even at a beginner level).
3. A driver's license.
4. Excellent communication and problem-solving skills.
5. A willingness to learn and follow our processes and SOPs.

Bonus (Nice-to-Have)

1. Previous IT support experience.
2. A+ or N+ certifications.
3. Exposure to RMM tools (Atera, etc.).
4. Experience with routers, WiFi networks, and printers.

Personal Qualities

1. Friendly, patient, and client-focused.
2. Able to work well under pressure.
3. Punctual and reliable.
4. Driven to grow into a more senior role.

Minimum Requirements

1. Basic knowledge of Windows operating systems.
2. Understanding of Microsoft 365 (even at a beginner level).
3. A driver's license.
4. Excellent communication and problem-solving skills.
5. A willingness to learn and follow our processes and SOPs.

Bonus (Nice-to-Have)

1. Previous IT support experience.
2. A+ or N+ certifications.
3. Exposure to RMM tools (Atera, etc.).
4. Experience with routers, WiFi networks, and printers.

Personal Qualities

1. Friendly, patient, and client-focused.
2. Able to work well under pressure.
3. Punctual and reliable.
4. Driven to grow into a more senior role.