IT Support Technician Level 1

About the role

This position provides remote Tier 1‑2 technical support to end users of managed‑services clients. The technician will also assist with workstation deployment projects and onboarding activities in a fast‑paced environment.

Key responsibilities

• Deliver remote support via phone, email and remote‑access tools for Windows 11, Microsoft 365, email, printers, VPNs and common business applications.
• Document incidents, requests and resolutions in the ticketing system and adhere to SLAs.
• Escalate complex issues while maintaining ownership and client communication.
• Assist with workstation setup, configuration, imaging and deployment for new and existing clients.
• Support managed‑services onboarding tasks such as user provisioning, device enrollment, software installation and environment documentation.
• Collaborate with senior engineers and project leads to execute onboarding and refresh projects.

Required profile

• 1–3 years of experience in a helpdesk, service desk or MSP environment.
• Strong customer‑service orientation and clear communication skills.
• Ability to work independently in a remote setting while meeting SLA targets.

Required skills

• Windows 11
• Microsoft 365 (Exchange Online, Outlook, Teams, OneDrive, SharePoint)
• Basic networking concepts (DNS, DHCP, VPN)
• Remote support tools and ticketing systems
• Endpoint management tools (RMM, MDM, Intune)
• Workstation imaging and standardized deployments

What we offer

• 401(k) matching
• Health insurance
• Paid time off
• Training & development opportunities