L1 Technical Support

PLEASE CAREFULLY READ ALL THE DETAILS BEFORE APPLYING***

JOB TITLE:

L1 Technical Support

Working Hours:

TBD (usually US hrs | Night shift)

• Provide end user technical support as needed from tickets received by phone, email, or customer portal
• Escalate tickets to tier 2 and tier 3 support technicians as needed
• Understanding of networking services such as DNS, DHCP, and ability to troubleshoot basic connectivity problems
• Workstation imaging
• Virus/Malware removal
• Maintain and update documentation

• 1-2 years providing IT support to end-users
• Experience with MSP
• Experience with administration of Office 365 and Office product suite
• Experience with administration of Active Directory, implementing and troubleshooting Group Policy, and AD topologies
• Understanding of VoIP technologies, administration, and troubleshooting
• Knowledge of SaaS based products, and management of customer licenses
• Excellent communication skills both written and verbal
• Resourceful, and able to take initiative in a dynamic environment
• Currently, hold or be willing and able to obtain the following certifications within the designated time frame after onboarding:

• ITIL Foundation
• CompTIA A+
• CompTIA Net+
• CompTIA Security+

• Help desk: 3 years (Preferred)
• Windows: 3 years (Preferred)
• Administering Office 365: 3 years (Required)