Tier 1 IT Support Technician

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.