Level 1 Support Technician

This is a fully remote position, open to applicants in United States.

📋 Description

• Serve as the initial point of contact for client inquiries through phone, email, and automated notifications.

• Triage support tickets: determine the issue, evaluate its severity, and escalate when necessary.

• Keep clients informed throughout the resolution process — nobody appreciates silence.

• Set up and deploy new workstations; transfer data and applications.

• Diagnose and resolve issues with Windows PCs, servers, and common hardware problems.

• Provide support for Active Directory, DNS, file and folder security, print servers, and certificates.

• Monitor and address issues within client LAN environments.

• Assist with endpoint security solutions (BitDefender, Blackpoint) and email management (OpenText/AppRiver).

• Maintain comprehensive documentation in IT Glue — indeed, everything.

⛳️ Requirements

• Between 6 months to 1.5 years of experience in a helpdesk or IT support position, preferably at an MSP or in a role that supports multiple clients simultaneously.

• Native English speaker — this is essential. You will be interacting with clients daily and must communicate effectively and professionally at all times.

• Must be available to work Monday through Friday, from 8 am to 5 pm US Central Time.

• Demonstrated experience in communicating with customers across various platforms (phone, email, ticketing systems).

• Practical experience with RMM, PSA/ticketing, and documentation tools (we utilize NinjaOne, Autotask, and IT Glue).

• Familiarity with Windows OS in both Workgroup and Domain settings; capable of setting up PCs and migrating data.

• Basic understanding of Office 365, Adobe, and common Windows applications.

• Experience with endpoint security and antivirus solutions (BitDefender preferred).

• Knowledge of email management systems such as OpenText (AppRiver).

• Hardware troubleshooting skills at the subassembly level (hard drives, power supplies, GPUs, etc.).

• Proficiency in Windows Server: Active Directory, DNS, file and folder security, certificates, and print servers.

• Skills in virus removal, spam mitigation, and LAN troubleshooting.

🏝️ Benefits

• Competitive salary and benefits package.

• Opportunities for professional development and training.

• Supportive and collaborative work environment.

• Flexible working hours.