Tier 1 Technician

Tier 1 IT Technician

About Netlink Voice:
Netlink Voice is a leading provider of innovative IT and telecommunication solutions. Our Managed IT Services team is dedicated to delivering exceptional technical support and solutions to our clients. We are seeking a motivated and skilled Tier 1 IT Technician to join our team and help us maintain our commitment to excellence.

The Tier 1 IT Technician will provide front-line support for our clients, addressing a variety of technical issues and ensuring smooth IT operations. This role requires a strong customer service orientation, excellent troubleshooting skills, and the ability to work efficiently in a fast-paced environment.

• Provide first-level support to clients via phone, email, and remote assistance tools. Diagnose and resolve technical issues related to hardware, software, network connectivity, and other IT services.
• Document, track, and monitor incidents in the ticketing system to ensure timely resolution and follow-up. Escalate complex issues to higher-level technicians or appropriate teams when necessary.
• Maintain clear and professional communication with clients to provide updates, explain technical issues, and ensure customer satisfaction.
• Perform routine maintenance tasks, such as software updates, system backups, and antivirus scans, to ensure the stability and security of client systems.
• Create and update technical documentation, including knowledge base articles, user guides, and troubleshooting procedures.
• Work closely with team members and other departments to resolve issues and improve service delivery. Participate in team meetings and contribute to process improvement initiatives.
• Stay current with emerging technologies and industry best practices. Participate in training programs and seek opportunities for professional development.

• High school diploma or equivalent required. Associate degree in Information Technology or related field preferred.
• CompTIA A+, Network+, or other relevant IT certifications are a plus.
• Proficiency in Windows and Mac operating systems, Microsoft Office Suite, basic networking concepts, and remote support tools.
• Strong interpersonal and communication skills with a focus on providing excellent customer service.
• Analytical and troubleshooting skills with the ability to think critically and resolve technical issues efficiently.
• Ability to work collaboratively in a team environment and share knowledge with colleagues.
• Strong organizational skills with the ability to prioritize tasks and manage time effectively.