Support Technician, Level 1/2

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

📋 Description

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

• Assess and prioritize tickets by identifying issues, determining urgency, and escalating when necessary.

• Provide clients with consistent updates throughout the resolution journey.

• Set up and deploy new workstations effectively.

• Facilitate the migration of data and applications.

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

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

• Oversee and troubleshoot client LAN environments.

• Assist with endpoint security using BitDefender and Blackpoint solutions.

• Manage email support through OpenText/AppRiver platforms.

• Maintain comprehensive documentation of all tasks in IT Glue.

⛳️ Requirements

• 6 months to 1.5 years of experience in a helpdesk or IT support capacity, preferably within an MSP or managing multiple clients concurrently.

• Native English speaker with the ability to communicate clearly and professionally with clients.

• Availability from Monday to Friday, 8 am to 5 pm US Pacific Time.

• Proven experience interacting with customers via phone, email, and ticketing systems.

• Practical experience with RMM, PSA/ticketing, and documentation tools, including NinjaOne, Autotask, and IT Glue.

• Familiarity with Windows OS in both Workgroup and Domain settings.

• Competence in setting up PCs and migrating data effectively.

• Working knowledge of Office 365, Adobe, and standard Windows applications.

• Experience in endpoint security and antivirus solutions, with a preference for BitDefender.

• Understanding of OpenText (AppRiver) email management systems.

• Ability to troubleshoot hardware issues at the subassembly level, such as hard drives, power supplies, and GPUs.

• Knowledge of Windows Server, including Active Directory, DNS, file/folder security, certificates, and print servers.

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

🏝️ Benefits

• Full-time employment.

• Remote work arrangement.