IT Support Technician

Position Summary:

The Tier 1 IT Support Technician will be the first point of contact for IT support providing technical assistance to end-users across the company. This role involves troubleshooting hardware software and network issues setting up new devices and ensuring excellent end-user supper. The ideal candidate is a problem-solver with a strong technical foundation and a passion for helping people.

Key Responsibilities

• Monitor infrastructure alerts and dashboards (NOC-style); triage respond to and escalate incidents per runbooks and SLAs.
• Execute and verify patching and update cycles across servers endpoints and third-party applications during maintenance windows.
• Respond to security alerts and events: initial investigation containment steps phishing triage and escalation to senior staff as required.
• Troubleshoot business application issues for end users from basic how-to questions through advanced diagnostics.
• Provide Level 12 end-user support (accounts access devices connectivity collaboration tools) via ticketing system chat and phone.
• Document all work in the ticketing system; create and improve knowledge-base articles and runbooks.
• Hand off open issues cleanly to the U.S. day team with clear status notes.

Qualifications & Skills

Required:

• 1 years of experience in IT support help desk or a related role.
• Proficiency in Windows 10/11 macOS and Microsoft 365 applications.
• Basic understanding of networking fundamentals (TCP/IP Wi-Fi VPN DNS).
• Strong troubleshooting skills for hardware software and peripherals.
• Ability to explain technical concepts to non-technical users with patience and clarity.
• Excellent customer service problem-solving and communication skills.

Preferred:

• IT certifications such as CompTIA A ITIL Foundation or Microsoft 365 Certified.
• Experience with Active Directory Group Policy and remote desktop tools.
• Familiarity with ticketing systems (NinjaRMM Zendesk or similar).
• Exposure to logistics transportation or warehouse environments is a plus.

Required Experience:

IC

Employment Type : Full-Time
Experience: years
Vacancy: 1