Job description

Position Overview

The Tier 1 IT Support Technician is responsible for the configuration, deployment, and installation of desktops and laptops for managed services customers. This role delivers first-level technical support, records all services completed, and escalates more complex issues appropriately. Candidates should have prior experience in a Managed Service Provider (MSP) setting and familiarity with standard Remote Monitoring and Management (RMM) and Professional Services Automation (PSA) software.

Key Responsibilities

Set up and deploy Windows desktop and laptop workstations.
Carry out workstation replacements, system upgrades, and data migrations.
Manage Microsoft 365 accounts, including Outlook, OneDrive, Teams, and associated tools.
Connect computers to Microsoft Entra ID (Azure Active Directory) or traditional Active Directory domains.
Install and set up business applications and related hardware peripherals.
Keep detailed documentation of work performed and maintain client records.
Operate ConnectWise Manage and NinjaOne (Ninja RMM) platforms effectively.
Resolve basic issues related to Windows OS, networking, and Microsoft 365 services.
Deliver professional support both onsite and remotely to clients.
Escalate advanced technical problems to higher support levels as required.
Adhere strictly to Standard Operating Procedures (SOPs).

Qualifications and Skills

At least one year of experience working within an MSP environment.
Experience using ConnectWise Manage is preferred.
Familiarity with NinjaOne (Ninja RMM) tools is advantageous.
Strong proficiency with Microsoft 365 suite.
In-depth knowledge of Windows 11 operating system.
Understanding of Active Directory and Microsoft Entra ID integrations.
Basic awareness of networking concepts.
Exceptional customer service skills.

Benefits

Comprehensive Health Care Plans including Medical, Dental, and Vision coverage.
Retirement plan participation with matching contributions via Simple IRA.
Paid Time Off encompassing vacation, sick leave, and public holidays.
Opportunity to work fully remote from home.