Tier 1 IT Support Specialist

Role Summary

We are looking for a Tier 1 IT Support Specialist to serve as the first line of support for our global workforce. In this role, you will handle initial triage, basic troubleshooting, and standardized access requests across our core enterprise tools, escalating complex issues to Tier 2 while maintaining excellent communication and ticket documentation.

This role is ideal for someone with solid fundamentals in Microsoft 365 and/or Google Workspace, strong troubleshooting instincts, and a desire to grow into a deeper Tier 2 position working with security tools like Zscaler, RMM platforms, and VOIP/contact‑center systems.

Key Responsibilities

1. Frontline Incident & Request Management

• Act as the primary point of contact for end-users via ticketing system, email, and VOIP/phone.
• Log, categorize, and prioritize incoming tickets in Jira Service Management in accordance with established SLAs.
• Perform initial troubleshooting using standardized runbooks and guided diagnostic questions.
• Aim to resolve common Level 1 issues on first contact whenever possible.
• Maintain thorough ticket records by clearly documenting all symptoms, diagnostic steps, and resolutions.

2. Endpoint & Device Support

• Provide Level 1 technical support for managed Windows and macOS endpoints.
• Assist with hardware deployment, device resets, and asset handling for onboarding/offboarding processes (managing storage/inventory for 10+ assets per month, e.g., laptops, keyboards, mice).
• Guide users through standard self-service and troubleshooting steps (reboots, clearing cache/credentials, checking VPN/client connectivity).
• Accurate logging of hardware and device details within IT asset management tools (e.g., Snipe-IT).

3. User Account & Access Management

• Provision, modify, and deactivate user accounts across core platforms:
• • Microsoft 365 / Entra ID (Azure AD): Mailboxes, distribution groups, licensing, and basic Intune device enrollment.
  • Google Workspace: User creation, group/alias management, and basic Organizational Unit (OU) moves.
• Process standard access requests strictly following least-privilege principles and required approval workflows.
• Assist users with password resets, MFA/2FA enrollment, and sign-in/authentication troubleshooting.

Qualifications & Core Competencies

• Technical Knowledge: Basic understanding of Windows/macOS operating systems, Microsoft 365, and Google Workspace administration.
• Problem-Solving: Logical troubleshooting mindset with the ability to follow runbooks and technical documentation.
• Customer Service: Strong written and verbal communication skills with a user-first attitude.
• Growth Mindset: Eager to learn advanced systems, including security platforms (e.g., Zscaler), RMM software, and enterprise VOIP solutions.

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