Tier 1 Service Desk Technician
New
S
SourcefitIT Support
Work from Home, 8 AM to 5 PM EST (8 PM to 5 AM PHT)Full-TimeEntry
Salary not disclosed
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Job Details
- Experience
- 3–5 years
- Required Skills
- Customer serviceTroubleshootingTechnical support
Requirements
- Minimum of 3–5 years in a service desk or technical support role
- Strong communication and phone presence
- Proficiency in troubleshooting technical issues
- Experience with Microsoft 365 Administration
- Experience with ticketing systems like ConnectWise
- A+ or Network+ certifications are advantageous
- Microsoft certifications are a plus
Responsibilities
- Serve as the first point of contact for clients, prioritizing inbound calls and addressing issues promptly.
- Diagnose and resolve technical issues within a 30-minute window before escalating to Tier 2 support.
- Manage Microsoft 365 accounts and licensing efficiently.
- Utilize the ConnectWise ticketing system or a similar platform to log, monitor, and resolve support requests.
- Handle client concerns with professionalism and empathy to maintain satisfaction and trust.
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