Tier 1 Technician

Tier 1 Technician About Clearbridge

At Clearbridge, we solve business problems through IT. We're a fast-paced, high-growth managed services provider with operations across BC, Alberta, and Washington, partnering with businesses who need their technology to work seamlessly so they can focus on what they do best. Our team of 15+ service professionals becomes an extension of our customers' operations, understanding their businesses deeply enough to anticipate needs and recommend solutions that move the needle.

We genuinely invest in our people. We develop Tier 1 Technicians into Tier 2 Technicians. Your growth matters because when you succeed, our customers succeed.

As a Tier 1 Technician, you're the first voice customers hear when they need help. You turn "nothing's working" into "we've got this handled." You own tickets from start to finish, build genuine customer relationships, and spot opportunities where Clearbridge can add real value.

This isn't about being the most technical person in the room yet. It's about being hungry to learn, confident enough to own problems, and human enough to remember there's a stressed business owner behind every ticket.

• Answer calls and emails from customers needing technical support or reassurance
• Own tickets from open to close, digging into root causes and seeing problems through
• Build customer relationships deep enough to anticipate needs and understand business challenges
• Recognize patterns in recurring issues and proactively recommend solutions
• Learn constantly through shadowing, vendor training, and hands‑on problem‑solving
• Collaborate with a 15‑person team that genuinely wants you to succeed

You genuinely like helping people. You're comfortable on the phone, patient with non‑technical customers, and skilled at translating tech‑speak into plain language. You understand that good service means making people feel confident and supported, not just fixing the problem.

You're tech‑savvy (you troubleshoot your own devices, understand how systems connect) and you genuinely enjoy figuring things out. You learn from mistakes. You've probably taught yourself something technical just because it sounded interesting. You see gaps in your knowledge as opportunities, not threats.

You own tickets from start to finish, even when that requires research or escalation. You try things, document what works, and know when to ask for help without defaulting to it. Customers never wonder if their issue fell through the cracks.

You understand technology serves business goals. You think beyond the immediate ticket and ask, "What would actually help this customer's business run better?" You notice when recurring issues signal deeper problems and spot opportunities to add genuine value.

• Customer service mindset: energized by helping people solve problems
• Consultative approach: ask thoughtful questions to understand root causes
• Technical curiosity: comfortable troubleshooting and understanding how systems connect
• Ownership mentality: see problems through to resolution
• Strong communication: clear, professional, and empathetic on phone and in writing
• Flexibility: comfortable with on‑call rotation and customer needs beyond 9‑5

• Previous IT support or MSP experience
• Familiarity with Windows, Active Directory, O365, or networking fundamentals
• Vendor certifications (CompTIA A+, Network+, Microsoft)
• Experience with PSA or RMM tools
• Track record of independent learning (side projects, self‑taught skills)

We measure by:

• Ticket resolution efficiency: how quickly and thoroughly you solve problems
• Customer satisfaction: how customers feel after interacting with you
• Customer knowledge: how well you understand their businesses and needs
• Proactive value: how often you spot opportunities to genuinely help

Real growth. We develop Tier 1s into Tier 2s through vendor training, internal knowledge sessions, and…